Knowledge sharing – user centred design
20 December 2021
In our latest knowledge sharing webinar, we looked at user centred design based on the Digital Service Standards for Wales.
They state: ‘User needs should drive service design, whoever those users are. User needs matter more than the constraints of business structures, organisational silos or technologies.’
We heard from Amelia Still, a User Researcher working within the CDPS skills and capability team. She covered the role of a user researcher in digital product design and took us through the who, what, how and why of user centred design. She gave practical tips on how to start applying user research techniques to improve services.
“We need to make things that fit the way people are, and not expect people to contort their behaviour in order to use our services.”
Tom Norman, Head of Service Design at Barnardo’s (@BarnardosLab) gave three examples of how they design services based on a human centred approach, which included developing an app to help young people set goals, co-designing a youth-led change programme and developing a health and care strategy.
Discussions and questions
In the discussion that followed a wide range of subjects were covered:
- terminology – the difference between user centred and human centred design
- how to include the user as a voice to influence and build trust within service design
- resources and advice to help organisations new to user centred service design
- planned training from the CDPS for 2022 to support this
If you were unable to attend the webinar you can view the recording here:
@BarnardosLab hold ‘Innovation Breakfasts’ for anyone interested or involved in user centred service design. Keep an eye on their Twitter feed for more information.
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