GOV.UK, the web site created by the UK Government Digital Service, has attracted attention world-wide for its innovative user-centred and Agile approach to Government. Come to this session to learn about service design in government.
Caroline Jarrett became fascinated by the challenges of making forms easy to fill in when she was working with the UK tax authorities. 20 years later, the fascination shows no signs of wearing off.
She helps organisations to make forms easier to fill in, to design better services that include forms, and to ask better survey questions.
Her main client is Government Digital Service, the people behind GOV.UK.
John Waterworth is currently working with the Government Digital Service, helping to make digital services so good people prefer to use them.
As a researcher and designer his sweet spots are turning research findings into clear insights that clients can understand and action, and using those insights to create innovative concepts for new products and services.
Over his 30 year career, John has worked with clients such as the BBC, BskyB, Bupa, Google, HSBC, Investec, Shell, Tesco and Unilever.
The Paciello Group (TPG)
On Twitter: @LeonieWatson
After many years as Director of Accessibility at Nomensa, Léonie Watson is now a Senior Accessibility Engineer with The Paciello Group (TPG) and owner of LJ Watson Consulting. Amongst other things she is also Chair of the British Computer Association of the Blind, accessibility consultant to Government Digital Service on GOV.UK, writes for .Net magazine, and is a member of the W3C HTML Working Group and HTML Accessibility Task Force.
I am a Digital Analyst currently working at UK Government helping major organisations such the HMRC, Home Office, DVLA and the Ministry of Justice to implement digital analytics solutions as part of the UK Government's Digital Transformation programme. Working in Agile project teams I help project teams to model user journeys, create goals and funnels/scenarios and use conversion funnel optimisation techniques to identify areas where services can be improved -.as part of a continuous improvement process.
I am Google Analytics Certified with experience working with Adobe SiteCatalyst, Comscore Digital Analytix, Webtrends and Piwik.
I have also provided web analytics consultancy and training for household names such as AstraZeneca, Agent Provocateur, Kwikfit Insurance, The Student Loans Company, Lloyds Pharmacy, Matches Fashion and Lane Crawford (Hong Kong & China). As well as working in the social media sector with Weeworld.com at the forefront of using Google Analytics, Flurry and Localytics to track user interaction with mobile apps. At Weeworld I also did a lot of work around calculating customer lifetime value, propensity analysis and revenue modelling.
Skills: Google Analytics Certified, Adobe SiteCatalyst, Comscore Digital Analytix, Webtrends, Piwik, MVT, AB Testing, Usability Testing, Dashboard Design, Statistical Modelling, SQL, R
Tim is a designer specialising in large public sector digital services. He works for the Cabinet Office in the Government Digital Service, where he helps departments transform their services for the GOV.UK website. Before GDS Tim led the tfl.gov.uk design team at Transport for London, where he was responsible for the design of services like Journey Planner and Congestion Charging.
Amy is an interaction designer at the Government Digital Service. She spends her days making government services better for the great British public. She spends a lot of time prototyping with users, but that's only half the story.
Before joining the GDS she worked at Seren and Flow interactive (now Foolproof) designing services for both physical and digital environments.
Lorena has created content for lawyers, regulators and real people at LexisNexis, Thomson Reuters and BMJ Publishing among others.
She now leads a team of content editors at the Office of the Public Guardian, a UK government agency looking after the interests of people with diminished mental capacity, such as those with dementia. There she takes on the twin challenges of making clear, simple content that meets the needs of the user quickly and effectively, while convincing civil servants that this is the best way to meet their own needs too.
With 13 years of experience working with start-ups, non-profits, in Government and with large organisation such as Virgin, Telefonica, American Express, Three, PartyGaming, HSBC and Vodafone, Kate’s areas of expertise include user research, interaction design and prototyping. She specialises in the design of browser-based and native applications and works in a lead role on many large design and build programs. With a background in Human Computer Interaction, she’s the author of published academic work. She’s loved the internet since 1996 when she got mistaken for being a web developer and given a summer job that in fact taught her to code.