Exploring how a design system for Wales could create a consistent experience for users

Across Wales, there are many similarities in the types of digital services and products being used by the public. For example, each local authority will offer a service to apply for a school place if you have children at school age.  

With organisations developing digital services independently, there are inconsistencies between – what should be relatively familiar – experiences which creates a disjointed and frustrating experience for users across Wales. 

This inconsistency and duplication also lead to a duplication of effort within organisations and across the public sector. These contribute to a significant, avoidable cost in time and money. 

A design system is a set of practical tools that people can use to design and build their service. 

The sections and features commonly seen in design systems are: 

• guidance 

• styles (layouts, visual aspects) 

• components (usable code, drag and drop assets) 

• patterns (user journeys and flows) 

• prototype kits (templating environments) 

Before the discovery, we carried out user research across the Welsh public and private sector and desk research to best understand opportunities to explore further. Initial insights suggest that patterns and components may be the best place to start for a design system in Wales, complimenting other work including the development of our Digital Service Standards for Wales and a service manual. 

A design system could help reduce duplication of effort and bring a level of consistency for end users. 

Our discovery will include user research with potential users from around the Welsh public sector to gain insights into: 

• the different team-shapes of those who currently build services  

• how teams currently build services 

• behaviours, goals, and frustrations 

• user needs for a design system 

We will also explore: 

• how we can build on existing good practice and open-source resources 

• constraints, opportunities, or challenges - for example because of technology or legislation 

• similarities and differences between the needs of different public sector bodies – are the requirements, constraints and needs the same in health, local government, Welsh Government, and arm’s length bodies? 

• recommendations for an alpha phase 

Perago is our partner in the 11-week discovery. We will also be working closely with the Welsh Government Global Experience Language (GEL) team, who ensure design standards across gov.wales websites. 

Our next steps are to conduct user research with potential users from around the Welsh public sector and define what their needs are.