Reflecting on what it means to do end-to-end, front-to-back service design at system scale in a fast changing situation. Fewer big artefacts, more conversations curated. Less grand vision, more ideas planted with teams. Fewer boxes and arrows, more shared Slack channels

And another thing!
Because the survey is hosted on NHS.UK, it will be free to access as part of this agreement from the UK mobile operators

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No app to download, no username or password to set. The people we need to complete this may be stressed and unwell, so the team is working hard to make every question as simple as possible, and the whole survey quick to complete

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The NHS is for everyone, so this service is designed to be accessible: change colours, zoom up to 300%, listen with a screen reader, navigate with a keyboard. If we're missing something, please let us know

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Another day, another team of readying a service for a major public announcement. So proud of the people behind this one

In between Teams calls, I have managed to excavate a mini-fatberg from the drain where the dishwasher empties. How's your Sunday morning going?

Matt Edgar boosted

Sending a shout-out to all the developers, user researchers, scientists, hackers & makers helping the national effort to respond to #COVID19.‬

‪Tools for our front-line NHS staff, for us as citizens, for decision-makers to manage beds & supplies — using the best of their skills…‬


Form validation is a road to hell paved with good intentions

This team work so hard, and with a laser-like focus on user needs, to get this service into the world. It's been a privilege to see them iterate it further with the same commitment this week

Teams also talked honestly about the pressure to deliver (already high before this crisis) and how adjusting to remote working is not always easy for user researchers and designers

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50+ colleagues joined our show and tell this morning as Dean showed the new Isolation Note service. So proud of our teams for keeping up their user-centred, agile ways of working under immense public expectations and pace of delivery

Matt Edgar boosted

As of this morning, are publishing management information about journeys users take (111 online and in 111 telephone) through the COVID-19 triage pathway #COVID19

Also, how exhausting the writing style of Cluetrain was, even then

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This week of remotely peeking into my colleagues' homes, with fleeting glimpses of young family members, put me in mind of a classic line from the Cluetrain Manifesto. Let's never go back to Fort Business

Down to our last Tunnock.
There are five of us confined to this house, and I've only had one teacake...

Matt Edgar boosted

Another long week for teams working on solutions for #covid19. The last few days have involved particularly intense collaboration, across organisations, between teams that hadn’t met a week ago. It’s not obvious to everyone just how significant an achievement this is. Stamina++

Maybe in calmer times, you got away with the spurious assurance that you'd fix accessibilty in the next release. Sorry, that just won't wash right now. We need your service to work for everyone, asap

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Seeing some brilliant, rapidly spun up services to help people through this difficult time. Obviously trade-offs have to be made, but there's one corner we cannot afford to cut: digital

A solid set of user needs, problem definitions and service patterns in the Book, Refer and Manage Appointments end-of-discovery show and tell. When the current crisis is over, I hope we will channel our care and creativity into doing this stuff much, much better

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