1. Design with users

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Guidelines

1.1 Research with users to understand their needs and the problems we want them to solve

Focus on the needs of your users, using agile, iterative and user-centred methods when building a service. Start with extensive research and analysis to help understand who is using the service, what their needs are and how the service will affect their lives to better understand how the service should be designed. The absence of the user voice leads to assumptions that may be incorrect and costly.

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A key part of building digital services that work for users is developing a good understanding of who are the users, what are their needs and how the service will affect their lives. It is equally important to develop a good understanding of the different contexts in which users could be interacting, since user needs and expectations can vary depending upon where, when and how they use a digital service.

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Checklist

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1.2 Conduct ongoing testing with users to guide design and development

User needs are constantly evolving which it is why it is important to plan for ongoing user research and usability testing. Engage users at all stages, continuously seeking feedback to ensure the service helps users to accomplish their tasks and to keep improving the service to better meet user needs.

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Users should be involved throughout the lifecycle of the service, with user research and testing informing the earliest design phases through to continuous improvements after the service has launched.

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When designing a service, it is important to determine the problems that the service needs to solve and how it will help users to achieve their goals. The focus shouldn't be just on the service itself, but also how the service fits in the overall user journey. The service should be designed to seamlessly integrate into the overall user journey and regularly measured to ensure that it is meeting user needs.

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Checklist

Beta and live stages:

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Implementation guides

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