Session 1: user journeys - joining up the content presentation Lynne Roberts and Polly Green

1. Joining up the content
Lynne and Polly

2. GDSLynne
The digital/comms divide

3. GDSLynne
Digital - build services

4. GDSLynne
Comms - publish to
GOV.UK

5. GDSLynne
1. Build a service

6. GDSLynne
2. Get a content
designer in at the end

7. GDSLynne
3. Ask for a start page
the day before the
service goes live

8. GDSLynne
Things are changing...

9. GDSLynne
- skilled and
empowered content
designers
- head of content
design

10. GDSLynne
...but the divide
remains

11. GDSLynne
Making it work

12. GDSLynne
Talking to each other

13. GDSLynne
How we benefit

14. GDSLynne
Digital:
- how content is published to GOV.
UK
- user journeys
- how change requests are actioned
- who the policy contacts are
- how Zendesk works

15. GDSContent for services
Comms:
- how services are designed
- why content isn’t just about the
words
- agile working practices

16. GDSLynne
Users:
- get content when and
where they need it
- less duplication
- better user journeys

17. BRPs: case study
- biometric residence permits
- ID card with fingerprints and
photo
- prove right to be here
GDSPolly

18. Service for reporting BPR
problems:
- lost / stolen
- problem collecting
- problem with delivery
- card damaged
- mistakes on card
GDSPolly

19. Visa decision letter > GOV.UK >
services
GDSPolly

20. No content designer
- last minute request to link to service
from GOV.UK
- failed service assessment
GDSPolly

21. What we did
- content designers on service
- working together
- sharing evidence
- looking at whole user journey
GDSPolly

22. What we did
- GDS agreement
- usability testing on full journey
- one zendesk ticket, all cc’ed
- pair working
GDSPolly

23. - passed service assessment
- good communication
- met deadlines
- advance notice
- consistent journey
- combined knowledge = greater
understanding of user’s experience
GDSPolly