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?

Related Headlines

SDN Global News In-person tickets are sold out!

In-person tickets are sold out!

In-person tickets are sold out! There are still places to register for in-person workshops and virtual tickets are still available

Continue reading
SDN Chapters Call for Papers: Touchpoint Vol. 13 No. 3

Call for Papers: Touchpoint Vol. 13 No. 3

The Call for Papers for our next issue of Touchpoint is open! Submit your abstract by October 16th 2022 and help us to advance the service design field and its practices. We’re looking forward to many inspiring contributions!

Continue reading
SDN Chapters Register today! In-person conference tickets almost sold out!

Register today! In-person conference tickets almost sold out!

There is still time to register for the Service Design Global Conference 2022 which will take place in Copenhagen, October 13 - 14, 2022.

Continue reading
SDN Chapters We are Service Works  Receives  Organisational Accreditation

We are Service Works Receives Organisational Accreditation

We are Service Works is granted with SDN Organisational Accreditation

Continue reading