Over the past 10 years, the UK government has digitally transformed hundreds of services. These services are available 24 hours a day, written in clear English, and easier to use than their non-digital predecessors. It’s important that we measure the benefits of digital transformation and show specific examples of success metrics.

By demonstrating the measurable benefits, we can encourage more service teams and policymakers to promote and adopt user-centred design approaches. This meeting invites you to explore how we are measuring outcomes of services and service transformation.

We will hear from various teams about their work describing what good looks like, defining metrics and performance indicators, and dealing with failure demand. We will learn about new approaches that help us articulate the value of our work through qualitative and quantitative measures.

Her Majesty’s Courts and Tribunals Service, the Central Digital and Data Office, and the Government Digital Service are hosting the next cross-government design meeting. The theme is measuring success. We’ll have multiple public sector case studies and one guest speaker.

This meeting is for UK public and civil servants only. Please sign up using your work (GOV.UK or equivalent) email address. Please collect a ticket as soon as possible to confirm your place.

On the day

We will use Zoom for the meeting and will share the link and dial-in details soon via email through Eventbrite.

If there is anything we can do to enable you to be able to fully participate in this meeting contact: UCDcommunity@digital.cabinet-office.gov.uk

We are working towards being a fully inclusive community. We always aim to arrange our events to be inclusive and accessible. But, please let us know if you have specific requirements or anything you need us to know.

Ticket types

We have a separate ticket type for under-represented groups in the public sector user-centred design industry. We know it can take longer for information about our training and events to reach underrepresented groups. We aim to increase equity in the cross-government community by ensuring everyone has access to the events we run. We do not always get it right, but we are trying to do better. Feel free to email the team with any feedback: UCDcommunity@digital.cabinet-office.gov.uk

Agenda

13:00 to 13:05—People logging on and being admitted into chat

13:05 to 13:10—Introductions and admin

13:10 to 13:20—Intro to topic: ‘Measuring the value of service transformation’ – Matthew Lyon, Head of Economics and Analysis, Central Digital and Data Office (Cabinet Office)

13:20 to 13:50—‘Characteristics of a good service’ – Ben Tate, Louise Petre, Mark Green, Natalie Baron, Central Digital and Data Office (Cabinet Office)

13:50 to 14:20—‘The cost of failure demand: measuring the impact of poor user experiences at HMCTS’ – Aliane Alves, senior service designer, and Sam Brierley, Head of User-centred Design at HMCTS

14:20 to 14:30—Break

14:30 to 15:00—‘Improving the quality of user feedback collection on GOV.UK’ – Jeremy Yun, Senior interaction designer, GDS

15:00 to 15:25—‘Designing and improving the TfL Go app ’ – Hannah Kops, Head of Experience, and Dan Bean, senior product manager, Transport for London

15:30 to 15:35—Short comfort break

15:30 to 16:00—‘Solve deep needs, not superficial wants with Top Tasks’ – Gerry McGovern, author and consultant

16:00 to 16:20—‘Maturing the internal user experience’ – Ingrid Morris, Head of User Experience, Civil Service HR

16:25 to 16:30—Wrap up

More information about the user-centred design community

Find out about other user-centred design community events and formats on the Service Manual.

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Cross-government design meeting #33: Measuring success