Designing the customer in from the start

Thank you very much to Nick Vaughan from Inland Revenue Department for taking us through the Better Rules for Government work. Designing the customer in from the start.

Exciting to hear about the opportunities available with machine readable legislation. You can read a blog and full report on Better Rules for Government discovery report here. Some notes from the session:

  • The original EFTPOS – great idea, but…user experience was awful, no policy around it
  • Designing for a chatbot – we're moving into a different world “people won’t want to (or have time) to read stuff”
  • Designing for the world around us – has to be logical for the computer to understand it
  • We’re working in the “motivation” domain – the why
  • “People should be able to understand what the policy people write, right?” :)
  • There is not a model that underpins the policy or law space – something that helps you understand how the law is constructed 
  • How we develop regulations in a way that humans can understand it and can be interpreted by a machine – “thinking about the law as a set of code”
  • Joint venture between MBIE, Innovation Lab (DIA), IRD (providing IP) and PCO
  • Current process – very disconnected set of information created
  • Moving from waterfall to iterative
  • Wanted to see how could get all the different people in the room that were talking their own language – a multi-disciplinary team
  • How do we make sure we’re all talking about the same thing from the start?

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