The team behind the Service Manual used collaborative workshops for gathering user inputs and exploratory research to understand the perceived value of the Manual.
In this first of two blog posts, Alison Foley shares the user research approach and various methods her team has used to inform guidance.
Our thinking about services has changed and evolved over the past couple of years, so we’ve been researching how people across government currently define what a service is.
We look at how GDS defines usability and why we think effectiveness is more important than efficiency or satisfaction.
We’ve published new guides to the most common user research methods. And we’re trying out a new discussion group to help the community contribute to the guidance and keep it up to date with our evolving practice.
An important part of my job is supporting user researchers across government. This year GDS will be introducing: new guidance and resources, a new job family and an improved assurance process.
Discovery research as a team sport In the service manual team, our mission is to provide ‘better guidance for teams creating government services’.