{"id":6216,"date":"2026-04-12T17:30:21","date_gmt":"2026-04-12T15:30:21","guid":{"rendered":"https:\/\/verwaltungsgestaltung.de\/notizen\/?p=6216"},"modified":"2026-04-12T17:30:30","modified_gmt":"2026-04-12T15:30:30","slug":"week-206-at-the-digital-service-notes-for-6-10-april","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/12\/week-206-at-the-digital-service-notes-for-6-10-april\/","title":{"rendered":"Week #206 at the Digital Service: Notes for 6\u201310 April"},"content":{"rendered":"\n<p>It\u2019s been almost 2 years since we created and shared our delivery principles. I <a href=\"https:\/\/verwaltungsgestaltung.de\/notizen\/2024\/06\/02\/week-109-at-the-digital-service-notes-for-27-31-may-2024\/\">wrote about them in my notes from week #109<\/a>.<\/p>\n\n\n\n<p>Clara, our Head of Product Management, and I had planned to blog about the delivery principles for a while. This week, we made good progress.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Writing about our delivery principles<\/h2>\n\n\n\n<p>In between writing my sections, I tried to redesign the poster on Tuesday afternoon. <\/p>\n\n\n\n<p>Between printing the draft, taking the picture above and writing these notes, we made further changes. All are minor. In the past few weeks, we tweaked phrases, cut words, and rearranged the order of the principles. The individual principles should be sequential and align with how teams do things.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-bluesky-social wp-block-embed-bluesky-social\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"bluesky-embed\" data-bluesky-uri=\"at:\/\/did:plc:cmith4m3qzwqeocqn2ptgwft\/app.bsky.feed.post\/3mj37vuw44k2y\" data-bluesky-cid=\"bafyreicgh3ee7rsuuke3gvibojxf4zfoxrrm4dhteeuamfka6mjisb77t4\"><p lang=\"en\">It\u2019s been almost 2 years since we wrote our delivery principles.So, it was time for another review of them \u2013 getting us to version 1.2.For the occasion, I\u2019m 1,381 words into a blog post about how we developed, use, iterate them.This week, I also made new poster sketches. They remain boring. \ud83d\ude43<\/p>&mdash; <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft?ref_src=embed\">Martin Jordan (@martinjordan.com)<\/a> <a href=\"https:\/\/bsky.app\/profile\/did:plc:cmith4m3qzwqeocqn2ptgwft\/post\/3mj37vuw44k2y?ref_src=embed\">2026-04-09T16:25:41.354Z<\/a><\/blockquote><script async src=\"https:\/\/embed.bsky.app\/static\/embed.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>When first outlining the text, Clara and I emphasised how we don\u2019t want to make it bloated. <\/p>\n\n\n\n<p>Still unfinished, it currently sits at 2,173 words. In the coming days, we\u2019ll have to wrap it up and cut it by a good margin. In the blog post, we tell how we arrived at the first version of the delivery principles, how we iterated and how we use them. We walk through each of the 12 principles, explaining what they mean and what they look like in practice. Often, we give 1 or 2 examples to illustrate the principle in action.<\/p>\n\n\n\n<p>The blog post is for 3 distinct audiences. We write it for potential candidates who are interested in what we are working on and how we do it. That is a question that often comes up in hiring interviews. Having a blog post we can reference in job descriptions should help both applicants and us. The second audience is ministerial project partners. Before working with us, they should be able to learn what it\u2019s like to work with us. A tertiary group are colleagues from other digital public sector units. We found quite a few differences in how we work, and hope this post can lead to an exchange about approaches across our units.<\/p>\n\n\n\n<p>Despite travelling for the next 1.5 weeks, I plan to have the blog post out before the end of the month. I expect us to arrive at a final version of iteration 1.2 next week. Then, a bigger A1 version of the poster can go to the printer.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Collaborating on websites<\/h2>\n\n\n\n<p>Between Tuesday and Thursday, I had various check-ins on websites. We are currently expanding servicestandard.gov.de and building dachmarke.gov.de. Wherever possible, they are reusing design patterns.<\/p>\n\n\n\n<p>I met with developers Aim\u00e9e and Anne to see where they are and what obstacles they face. For dachmarke.gov.de, the website introducing the cross-government brand and design system, we drew some inspiration from get.gov. Our US colleagues\u2019 page has a live sub-domain search. I like to see that in our first release, too. We explored whether we need to maintain a separate list in a database or can rely on an API from the registrar. The latter seems to be possible. I won\u2019t cover 100% of the use cases, but far over 99%. For the first release, that is good enough.<\/p>\n\n\n\n<p>As servicestandard.gov.de grows, designer Paul is looking at the site\u2019s information architecture and navigation. Together with content designer Linn, developer Anne, Paul, and I, we had an intense and productive option-sorting session on Thursday. We discussed options and will gather again next week. There are still insights relevant from the research we did for the GOV.UK Service Manual. At the same time, the offering in Germany is already more diverse and should be more integrated. That leads to different challenges.<\/p>\n\n\n\n<p>Lastly, I provided feedback on the now-relaunched justice service platform at service.justiz.de. The design and engineering teams swapped the design system and revamped the visual language. There are a few things that aren\u2019t perfect yet, but they have all the issues on a board and address them in the coming sprints. It\u2019s powerful to see yet another platform adopt the cross-government design system KERN. A blog post about the transition work is in the making. <\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">Pitching another conference talk<\/h2>\n\n\n\n<p>A few weeks ago, I wrote several proposals for talks. On Saturday, I wrote another one. This time, I pitched a talk for the <a href=\"https:\/\/www.servicedesignglobalconference.com\/\">Service Design Global Conference<\/a>. It takes place in Frankfurt at the end of October.<\/p>\n\n\n\n<p>The call for submissions was open until Sunday. So, I spent some time over the weekend finishing mine. The talk mirrors the article I recently pitched to the same organisation\u2019s journal. I even reused the title: \u201cUpstream impact: How service designers shape better policies\u201d.<\/p>\n\n\n\n<p>For the pitch, I had to write an abstract, a teaser and explain how the talk would link to the conference theme. The theme is \u201cBeyond boundaries: Enabling solutions that shape tomorrow\u200b\u201d. In total, I wrote 1,332 words. That makes this submission quite laborious. It\u2019s nothing you do in a couple of hours. You need at least half a day to collect your thoughts, write the various texts and create a video.<\/p>\n\n\n\n<p>In addition to the texts, submitters had to record a video of 3 to 5 minutes. They asked not to submit previous recordings of talks. The purpose is to convey the presentation style. Mine includes a lot of gesticulation. It took me about 10 takes to arrive at a version that was good enough. By far, not everyone can spend half a day on a weekend preparing their talk outline and making a video. Such requirements exclude many people who have great things to share but not the time, for example, due to caring responsibilities.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"SDGC26 Pitch\" width=\"750\" height=\"422\" src=\"https:\/\/www.youtube.com\/embed\/rNMNHOymLvw?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>I created the video with the help of a teleprompter app that recorded through the phone\u2019s front camera. It worked remarkably well.<\/p>\n\n\n\n<p>Here is a good section of my abstract for the talk:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Designers have been trying hard to redesign public services for the past 15 years or so. They ran into countless obstacles. By far one of the biggest barriers to their success has been policy. Crucial decisions had long been made before service designers got involved and were tasked to improve a service. But you cannot achieve vastly improved outcomes for people when much has already been set in stone by the time your work starts.<\/p>\n\n\n\n<p>\u2018Move service designers further upstream\u2019 has been a common desire for public designers in the past decade. After understanding how government works, service designers realised they didn\u2019t show up early enough. As a consequence, the impact of service design is stymied. For service teams handed detailed implementation instructions defined in policy, work can get frustrating. They cannot reach their full potential.<\/p>\n\n\n\n<p>Germany, a bit of an European laggard in digitalisation and rather late to bringing service designers into government, has made surprising progress. In the past 3.5 years, the Federal government\u2019s Digital Service has built a 20-person-strong team to reshape how policy is developed and how policy teams are supported.<\/p>\n\n\n\n<p>Small teams of product managers, service designers, and software engineers run policy discoveries when the first internal policy draft in a ministry is about to emerge. These policy discoveries last between 4 and 12 weeks. The results are a broad range of findings documented in visualisations of existing processes and offerings. These are developed through co-creation sessions with policy officers and field research. Instead of looking at a policy merely through the lens of law, the broader context is taken into account from a user, digitalisation and process perspective.<\/p>\n\n\n\n<p>The talk includes a case study that provides an overview of the progress made and how it was achieved. It documents how mandatory digital-readiness checks for new and revised policies have been used to ensure they are fit for the 21st century. It also highlights how Germany\u2019s Service Standard, as a now-binding legal instrument, closes the policy cycle. Now, when designing a service, teams have to work on \u2018Identifying legal impediments and improving regulations\u2019. Reviewing the underpinning rules of a service is now mandatory. It\u2019s no longer a thing far outside of the reach and remit.\u201d<\/p>\n<\/blockquote>\n\n\n\n<p>The conference is comfortably close. Frankfurt is less than 5 hours away from Berlin by train. Last year, the event was held in Austin, Texas. I did not hear of anyone attending it. In 2024, I joined it in Helsinki. The year before, Kara and I <a href=\"https:\/\/www.youtube.com\/watch?v=JTzXDQWNL5U\">spoke about the long slog of public service design<\/a> at their Berlin event.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-h-3-font-size\">What\u2019s next<\/h2>\n\n\n\n<p>Next week, I will only work for 2 days and then head into a short birthday vacation.<\/p>\n\n\n\n<p>On Sunday, I will then travel to Brussels for the <a href=\"https:\/\/knowledge4policy.ec.europa.eu\/major-event\/polyfutures-reimagining-policymaking-europe_en\">\u2018PolyFutures \u2013 Reimagining policymaking for Europe\u2019 event<\/a>. On Tuesday afternoon, we\u2019ll have a final check-in call.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Martin wrote good parts of a blog post on Digital Service\u2019s delivery principles in week 209. He collaborated on various websites in the making, and he wrote another service design conference pitch.<\/p>\n","protected":false},"author":1,"featured_media":6217,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-6216","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-english","category-weeknote","entry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Week #206 at the Digital Service: Notes for 6\u201310 April - 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\/2026\/04\/12\/week-206-at-the-digital-service-notes-for-6-10-april\/\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/12\/week-206-at-the-digital-service-notes-for-6-10-april\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/12\/week-206-at-the-digital-service-notes-for-6-10-april\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#\/schema\/person\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #206 at the Digital Service: Notes for 6\u201310 April\",\"datePublished\":\"2026-04-12T15:30:21+00:00\",\"dateModified\":\"2026-04-12T15:30:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/12\/week-206-at-the-digital-service-notes-for-6-10-april\/\"},\"wordCount\":1454,\"publisher\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#organization\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/12\/week-206-at-the-digital-service-notes-for-6-10-april\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2026\/04\/Our-delivery-principles.jpg\",\"articleSection\":[\"English\",\"Weeknote\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/12\/week-206-at-the-digital-service-notes-for-6-10-april\/\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2026\/04\/12\/week-206-at-the-digital-service-notes-for-6-10-april\/\",\"name\":\"Week #206 at the Digital Service: Notes for 6\u201310 April - 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