Matt Edgar @mattedgar@mastodon.me.uk

How do you get your #2HoursEvery6Weeks?
https://userresearch.blog.gov.uk/2014/08/06/have-you-had-your-recommended-dose-of-research/

This week in user research, I've heard first hand from parents who recently took their children to an emergency department, from a 111 call handler, and from a service commissioner

Thanks to digital urgent and emergency care colleagues in NHSX and NHS Digital for responding rapidly to my request to observe user research this week. It's great to see how users are involved throughout design and development

If you work in health and care (or any of the other 70-80% of the UK economy giving service, not making products) then this service design apprenticeship consultation is for you https://twitter.com/claragt/status/1402577639026704385

The proposal to develop an apprenticeship standard has been put together with input from some of the UK's most expert service designers, working in a range of sectors [PDF link] https://www.instituteforapprenticeships.org/media/5138/st0894_service-designer_proposal_07062021.pdf

Every day patients and staff feel the impact of #NHS services that were never consciously designed following user-centred methods. It's time to professionalise #ServiceDesign, and this apprenticeship standard could make an important contribution
https://www.instituteforapprenticeships.org/developing-new-apprenticeships/apprenticeship-consultations/

Also references this great blog post by NHS Digital's Tero Väänänen: "Design is the strategy" https://digital.nhs.uk/blog/design-matters/2020/design-is-the-strategy

Lovely to see the NHS Design Principles get a mention, along with ISO 9241-210, the international standard in Human-centred Design for Interactive Systems
https://service-manual.nhs.uk/design-system/design-principles

Lots of good stuff in this report on realising the potential of learning health systems, including the important role of participatory co-design https://learninghealthcareproject.org/realising-the-potential-of-learning-health-systems/

Your computer was unable

"far too ready, even after investigations that clearly included the express discovery of bugs in code, to ascribe possible user error to the effect of bugs, errors and defects"

User error bias - “a tendency or bias regularly to blame the user of an IT system for something"

Bank holiday evening in with the highly readable and instructive Technical Appendix to Post Office Group Litigation Judgment (No.6) “Horizon Issues” https://www.bailii.org/ew/cases/EWHC/QB/2019/3408.image1.pdf

Never been a football fan, but delighted to make a second visit to Elland Road today

wrote this thread up as a post on my blog https://blog.mattedgar.com/2021/05/28/code-is-cheap-ignorance-is-costly/

In all 3 scenarios, I reckon we're better off for having put a product into the world. But what am I missing?

Ugly reason: The organisation is a feature factory and lacks commitment to continuous improvement. You're not alone, this stuff is hard. But at least you now have a working product delivering some value and producing daily evidence of its own deficiencies

Bad reason: There was never really a commitment to build the strategic solution. Congratulations, you've just dodged the pain of being dependent on vapourware, and can now move forward by making your MVP more sustainable

Good reason: Your MVP has generated new learning, that the core value in this product is smaller and more concentrated than you first thought. Congratulations, you just avoided wasted work on features that turn out not to be needed