Our Highways Services are some of the most heavily used by the public. Working closely with the Service, a team of Service Designers will carry out a Discovery project to reveal opportunities for improvement.
A first step in gathering the facts
This will provide a great chance to flex our user-centred design muscles while applying GDS Service Standards. The discovery phase began with Inception in Sprint 1. Here we set up the project and the tools we would be using.
Getting set for the tasks ahead
The Inception workshop allows us to gain a shared understanding of the objectives, consensus around what success looks like from different perspectives, plan initial research tasks as well as defining roles and responsibilities.
Predicted successful outcomes for residents
Sprint 1 included a process of mapping existing user journeys. This is a key step in our research activity as we begin to get a handle on what's working well and what isn't.
We seem to be asking good questions, as some issues came into sharp focus early. This will ultimately shape our solution designs.
Issues being uncovered
During our first Sprint review, colleagues who had not experienced an Agile user-centred design project before, commented on the ‘amazing’ amount of progress made in this initial sprint. That’s music to our ears, and we’re just getting started!
From here we will be diving deeper into research interviews, shadowing and desk research. We have more to learn.
Read more detail on the Highways Services Discovery project
