So, if you want to learn what your organisation does, ask to see its list of services. Bonus points if the answer is at a publicly accessible web address
Accountability for a whole, needs-based service may well be diffused across organisational boundaries. In that case, it's even more important that everyone involved shares a clear common purpose
Across the public sector, small bands of service designers are working to redescribe, in straightforward terms, what their organisations help people to do.
Their work is founded on primary user research, with the people who use and deliver the services
10+ years ago, Dunleavy and Margetts wrote that digital era governance has three main characteristics: reintegration, digitisation, and needs-based holism.
The hardest of these has been needs-based holism. Until now
Not the acronym-laden pseudo-services that obfuscate, with names like "hubs" and "portals".
I mean user-led "good services are verbs" services, named with words that anyone can understand
I set up a Liberapay page to support Moa. If you use it (especially for commercial purposes) please consider donating. 🙏
Do you remember when you joined Twitter? I do! It was a smaller, kinder echo chamber back then #MyTwitterAnniversary
The NHS is on a mission for clinical information to be safely accessed, wherever it is needed. A truly digital leader, who gets user-centred design and agile engineering culture, could make a massive difference to staff and patients in this role
Designing for accessibility makes things more usable for everyone https://twitter.com/lialeendertz/status/1193151000556834816?s=19
Even better, NHSX is seeking patient advisors to hold us to account and help us to do it right https://twitter.com/NHSX/status/1191703756829790208?s=19
People in national NHS roles can be scared of public engagement, because we don't always know how to do it well, and we fear that it may derail our existing plans. The guide is intended to help teams overcome that
I'm delighted we're able to share some work in progress today https://docs.google.com/document/d/1F0lWbN-kfWtyUcYvP6dkf93CQ7AT_QcXcNJ96ysL8HA
Slow, rainy, Monday morning bus ride to work immeasurably brightened by the wise words of Anne and Mike https://twitter.com/Anniecoops/status/1191009316381351937
#weeknotes: reflecting on names, objectives, and losing a leader https://weeknot.es/weeknote-28-october-to-1-november-2019-ed4deefa1825
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