The UK Home Office
The Home Office is the lead government department for immigration and passports, drugs policy, crime, counter-terrorism and police.
Home Office Digital
The Home Office Digital department (HOD), which I am part of, is building quality services for digital government. Multi disciplinary teams of user researchers, interaction designers, developers and service designers use the agile approach to tackle challenges across the Home Office.
Service Design at the Home Office
The role of Service Design in this very complex and challenging contexts lies in both understanding the human as well as the system's point of view, identifying opportunity areas and translating user insights into scalable physical and digital solutions.
As part of my involvement with the Home Office I have been and still am working on projects around immigration, visa applications, policing and asylum seekers.
Service Design for citizens and staff
Designing better internal as well as public facing services.
“More individuals are making care choices than ever before as they manage personal care budgets or fund their own care. How can we support people to make effective choices for their own care needs or those of a loved one?” - Design Council
I supported the Design Council in a project looking to help people make better choices around care. I helped plan, design and conduct extensive user research as well as map insights, themes and opportunities.
Design For Care
The Design Council is running a major programme to improve the quality of care. On of the work-streams within this programme looks at how we might help people make better choices around their own care or the care of a loved one.
In order to understand the challenges people face when making decision around care we conducted in depth ethnography. We interviewed people across the spectrum from no immediate care need to people in need of high social and medical care. In addition to that we interviewed stakeholders and experts in social care.
We then mapped insights, themes and opportunities in order to identify potential tools, services or interventions that might help people in their decision making process.
Design For Care - Better Choices
Helping people make better decision around care.
I helped the Service Design agency Livework with a project for a client in the higher education-sector, specialising in the use of digital technologies in education and research. The brief was to design a user facing digital tool, which would open up a completely new set of users for the client.
The scope was for us to identify the user need, define the viability, shape and USP of the new tool and finally to prototype and design both features and digital interface.
Identifying user need
In a series of user and stakeholder interviews we quickly identified key user needs the digital tool had to meet, as well as a host of features that would make it more desirable and distinguish it from competitors.
Defining the USP
After mapping several potential ways the tool could be framed, from a low risk version that integrates with existing platforms all the way to a full service version, we held a series of co-creation workshops which helped us identify the biggest opportunity area and define the USP.
In the next phase we designed and prototyped the specific features the digital tool was going to have. We started with simple hand sketches and paper prototypes all the way to a digital prototype. Each prototype was used iteratively to gain feedback, insight and inform the next iteration.