I have recently been involved in looking at some internal digital services in the role of Digital Architect.
During this process I have a mental model of the key points that I would expect in any service.
These are pretty generic and I would ask them for any new service, or an old one which is being transformed.
They might not all apply to every service.
I am not saying that we should always take the relevant action but we should make sure that we consider them.
See what you think. Would you add anything extra?
We will focus on our known user needs: if we do not know what these user needs are we will find out
We work based around personas, user cases and tasks
We will provide a consistent user experience (e.g. buttons look the same and generate the same action)
User feedback is integrated into every product creation process and inbuilt once a product is live
When users look for information they should be confident that they have found everything on that topic
We should always aim to be able to re-use information/data externally for the benefits of our clients
Information/data should be input once and retrieved many times
Content should only be in one place either internally or externally and not duplicated
We follow an agile, modular, design and build approach
Wherever possible we will create API to allow the easy reuse of data/information internally or externally
We will always consider if content or processes can be made as a app
We should focus on open standards and avoid vendor or supplier lock-in
Any information or data should be easily exportable from any system
Each process will have a high level process map to fit into the NAO QMS
We will identify poorly performing processes with a view to transforming them
We aim to minimise the number of user actions/clicks for every process
We will create agreed performance metrics and create a performance dashboard
We must follow recognised governance and risk management procedures
Nick Halliday is part of the GovLoop Featured Blogger program, where we feature blog posts by government voices from all across the country (and world!). To see more Featured Blogger posts, click here.
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