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 SDGC19 Tickets for Sale

SDGC19 Tickets for Sale

Pick your preferred type of ticket or pack and get access to two buzzing and vibrant conference days with inspiring talks and intense workshops

Continue reading
SDN Chapters Exclusive SDN Members Event at SDGC19

Exclusive SDN Members Event at SDGC19

Like every year at the Service Design Global Conference we are hosting a special mini-conference as part of the global gathering exclusively for our valued members. And we couldn't be more excited.

Continue reading
SDN Chapters Event summary: Playful service walkthrough

Event summary: Playful service walkthrough

On May 12th, the SDN Netherlands chapter organised a workout at Amsterdam hospital Antoni van Leeuwenhoek (AVL). The topic was: "Playful service walkthrough".

Continue reading
SDN Chapters Service Design Drinks #2 in Moscow on 5th July

Service Design Drinks #2 in Moscow on 5th July

SDN Chapter Russia the second informal meeting of service designers as the finishing event of DTCamp2019.

Continue reading