{"id":3034,"date":"2024-04-14T17:33:38","date_gmt":"2024-04-14T15:33:38","guid":{"rendered":"https:\/\/verwaltungsgestaltung.de\/notizen\/?p=3034"},"modified":"2024-04-14T17:33:40","modified_gmt":"2024-04-14T15:33:40","slug":"week-102-at-the-digital-service-notes-for-8-12-april-2024","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/","title":{"rendered":"Week #102 at the Digital Service: Notes for 8\u201312 April 2024"},"content":{"rendered":"\n

User-centred maturity doesn\u2019t move on a one-way ladder. It requires an ongoing effort to keep even the most well-intended organisation moving in the right direction. Hence, we must not get tired of discussing what user-centredness is, why it\u2019s vital, and how we actually do it.<\/p>\n\n\n\n

Over the past decade, I have witnessed public and private organisations slip and fall back from where they once were regarding operational practice, capability, and leadership support. That\u2019s not the problem at\u00a0Digital Service, not at all, but as the organisation continues to grow and new people join every month, communicating and sharing stories widely and frequently is vital.<\/p>\n\n\n\n

On Wednesday, I joined\u00a0my colleagues Anja\u00a0and\u00a0Sonja\u00a0for a dedicated user research lunch and learn session. 55 people participated remotely and in the office\u2014from our organisation and various federal ministries. We explained why user research matters, how to do it in the different development stages, and what it looks like in practice at DigitalService. We ran out of time as there were many questions and much to discuss.<\/p>\n\n\n\n

This month, DigitalService has 3 dedicated user researchers, and next month, there will be 4. But user research is a team sport, and we need everyone on a multidisciplinary team to be engaged in it to create the most significant value for our users.<\/p>\n\n\n\n

Our 10-part onboarding programme covers user-centred\u00a0design\u00a0more broadly and user research specifically. However, it remains shallow. So, with the recording of this week\u2019s\u00a0user research\u00a0lunch and learn session, we have another comprehensive learning block for new starters to watch.<\/p>\n\n\n\n

Moreover, Anja and Sonja run a well-attended weekly user research support hour every Thursday afternoon, with 5 special topical editions planned until August. We have growing internal guidance and an active Slack channel with weekly media recommendations. As part of\u00a0the NExT network<\/a>, we run a monthly cross-public sector user research exchange. And internally, we track all user involvement systemically. So, there is much we do and still plenty more we could do.<\/p>\n\n\n\n

Beyond user research, I also gave a 6-minute introduction to content design in this week\u2019s all-hands. Since we didn\u2019t have the role and function in our organisation until month, I tried to address the question: \u201cWhat is content design?\u201d. Of course, I referenced the German Service Standard and its 3rd point covering plain language<\/a>.<\/p>\n\n\n\n

Illustrating the \u2018Public services are mostly words \u2013 and every single words counts\u2019 phrase, I did not resist deleting all words from a justice service.<\/p>\n\n\n\n

\"A<\/figure>\n\n\n\n

Our new colleague and first content designer, Torsten, provided a helpful definition, which I incorporated:<\/p>\n\n\n\n

\n

Content design is about using data and evidence to give the audience what they need, at the time they need it and in a way they expect.\u201d<\/p>\n<\/blockquote>\n\n\n\n

I referenced\u00a0some GOV.UK Registers work from when I worked with Tom<\/a>\u00a0and also reused some slides from a\u00a02017 presentation at ConCon about the contribution of content designers to a service in its different development phases<\/a>.<\/p>\n\n\n\n

In a few months, we should offer a more thorough session on content design. It might also make sense to discuss user experience and interface design more generally.<\/p>\n\n\n\n

Sketching the future of a justice service platform<\/h2>\n\n\n\n

Throughout the first half of the week, I did rare hands-on work in the late afternoons. I got to sketch some vision-type concepts for a vastly improved future justice service platform. Following a multi-week discovery mentioned in week 94<\/a>, I helped with the practical conclusions and tried to make things tangible. <\/p>\n\n\n\n

What would things look like if justice services now developed by federal and state-level government and digitalised at individual courts came together in a unified way? Heavily borrowing from other internationally-proofed service platforms, I illustrated 3 services on different screen sizes and also the potential benefits behind: service performance dashboards and simplified form-building tools.<\/p>\n\n\n\n

Based on the drafts I have seen, I already incorporated and referenced the\u00a0digital umbrella brand for the German state in the screens<\/a>. The umbrella brand is created for administrative services, which justice services are separate from due to the split between the executive and judicative arms of the democratic system and its division of power. Hence, the screens use elements and variations of the 4 brand building blocks.<\/p>\n\n\n\n

I am curious to see where this work can go from here. None of the sketches will ever be developed as such. But they can lead to fruitful discussions with a variety of stakeholders. Or, to quote IDEO\u2019s words: \u201cIf a picture is worth a thousand words, a prototype is worth a thousand meetings\u201d.<\/p>\n\n\n\n

Joining the Digital Council of the Federal State of Sachsen-Anhalt<\/h2>\n\n\n\n

It\u2019s good to give back! On Thursday, Minister for Infrastructure and Digital\u00a0Dr Lydia H\u00fcskens<\/a>\u00a0appointed me to the Digital Council of the Federal State of Sachsen-Anhalt<\/a>. Hailing from the state capital of Magdeburg, it\u2019s an honour to serve as a native member for a 2-year term, and I accepted it with gratitude.<\/p>\n\n\n\n

\"A
The certificate of appointment received from the Minister<\/figcaption><\/figure>\n\n\n\n

Led by a strong sense of duty, I look forward to adding a user-centred design and service transformation lens to the state\u2019s focus topics. I am excited to get to know state secretary for digital\u00a0Bernd Schl\u00f6mer, his team at\u00a0the Ministry for Infrastructure and Digital, and the other council members and understand how I can make a substantial contribution.<\/p>\n\n\n\n

It\u2019s been 21 years since I left the city and state. However, having used their public services in the past few years, I have seen considerable room for improvement. So, I\u2019m glad to be able to bring the combined experience of\u00a0Government Digital Service\u00a0and\u00a0Digital Service\u00a0to the table. I\u2019m taking over the baton from\u00a0Digital Service\u2019s former COO Philipp Moeser, who served a previous term. So, there are shoes of some size to fill.<\/p>\n\n\n\n

I\u2019m looking forward to future trips to Magdeburg in the coming months, and so are my parents, who will be delighted to see me a little more often, too.<\/p>\n\n\n\n

What\u2019s next<\/h2>\n\n\n\n

Next week, I will take some vacation days.<\/p>\n\n\n\n

I plan to edit a few blog posts I didn\u2019t get to this week.<\/p>\n\n\n\n

We will also meet some accessibility colleagues at the federal government level, which should be an educational exchange.<\/p>\n\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

Martin\u2019s week 102 at Digital Service was packed: He joined the Digital Council of the Federal State of Sachsen-Anhalt, wrote short bits on \u2018why user research\u2019 and \u2018what\u2019s content design\u2019, and helped prepare some vision mock-ups for a justice service portal presentation.<\/p>\n","protected":false},"author":1,"featured_media":3035,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-3034","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-english","category-weeknote","entry"],"yoast_head":"\nWeek #102 at the Digital Service: Notes for 8\u201312 April 2024 - Verwaltungsgestaltung \u2022 Notizen<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#\/schema\/person\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #102 at the Digital Service: Notes for 8\u201312 April 2024\",\"datePublished\":\"2024-04-14T15:33:38+00:00\",\"dateModified\":\"2024-04-14T15:33:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/\"},\"wordCount\":1051,\"publisher\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#organization\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2024\/04\/User-research-lunch-and-learn-smaller.jpg\",\"articleSection\":[\"English\",\"Weeknote\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/\",\"name\":\"Week #102 at the Digital Service: Notes for 8\u201312 April 2024 - Verwaltungsgestaltung \u2022 Notizen\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2024\/04\/User-research-lunch-and-learn-smaller.jpg\",\"datePublished\":\"2024-04-14T15:33:38+00:00\",\"dateModified\":\"2024-04-14T15:33:40+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/04\/14\/week-102-at-the-digital-service-notes-for-8-12-april-2024\/#primaryimage\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2024\/04\/User-research-lunch-and-learn-smaller.jpg\",\"contentUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2024\/04\/User-research-lunch-and-learn-smaller.jpg\",\"width\":2500,\"height\":1521,\"caption\":\"A group of about 10 people in a well-lit office space with one light-skinned woman speaking to them next to a TV set that displays 4 questions: Who are the users? 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