{"id":924,"date":"2023-02-19T22:47:58","date_gmt":"2023-02-19T21:47:58","guid":{"rendered":"http:\/\/verwaltungsgestaltung.de\/notizen\/?p=924"},"modified":"2023-02-26T23:53:15","modified_gmt":"2023-02-26T22:53:15","slug":"week-42-at-the-digital-service-notes-for-13-17-february-2023","status":"publish","type":"post","link":"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/","title":{"rendered":"Week #42 at the Digital Service: Notes for 13\u201317 February 2023"},"content":{"rendered":"\n<p>We ran a version of the \u2018Introduction to Service Design\u2019 training at Digital Service for the second time. Again, a dozen people from all digital disciplines participated: designers, product managers, transformation managers and software engineers. <\/p>\n\n\n\n<p>My colleague Sabrina did an outstanding job at co-running it with me. She elaborated on various aspects and extended the content well beyond the prepared training material. The training went flawlessly and smoothly. A slightly smaller group of participants allowed us to have longer and deeper discussions. That became later visible in the feedback. One person suggested this training should be part of the onboarding for everyone at DigitalService. <\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">\u201cZoom in, zoom out, repeat!\u201d\u2014was one participant\u2019s big takeaway.<br><br>Yesterday, Sabrina <a href=\"https:\/\/twitter.com\/feuerherd?ref_src=twsrc%5Etfw\">@Feuerherd<\/a> &amp; I ran a version of the \u2018Introduction to <a href=\"https:\/\/twitter.com\/hashtag\/ServiceDesign?src=hash&amp;ref_src=twsrc%5Etfw\">#ServiceDesign<\/a>\u2019, developed initially at <a href=\"https:\/\/twitter.com\/GDSTeam?ref_src=twsrc%5Etfw\">@GDSTeam<\/a>.<br><br>We had designers, engineers, product &amp; transformation managers doing, discussing, learning. <a href=\"https:\/\/t.co\/Epk8CQX6g8\">pic.twitter.com\/Epk8CQX6g8<\/a><\/p>&mdash; Martin Jordan ? ? @martinjordan@mastodon.social (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1625522748561694720?ref_src=twsrc%5Etfw\">February 14, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>On Wednesday, Nadine and I ran the latest edition of our 1-hour accessibility introduction, which is indeed mandatory for all new starters. Nadine took the time to restructure it quite significantly. The training flows much better now. It starts more interactive and goes into fewer technical details. The latest iteration now puts a stronger emphasis on <a href=\"https:\/\/en.wikipedia.org\/wiki\/Active_learning\">active learning<\/a>, which could still be intensified.<\/p>\n\n\n\n<p>Friday afternoon was the time for some learning. Christin organised a demo of the AI tool <a href=\"https:\/\/www.summ-ai.com\/\">SUMM<\/a>. A young team from Munich developed it and promises to generate easy-read texts from complex and complicated texts like government-speak legalese. Various German local government and public sector organisations have already integrated it into their workflow. For example, Hamburg uses it for the quick production of any easy-read version of texts on their website. We wanted to understand how it would help us in our work when breaking down administrative legal language into plain language for the digital services we are developing.<\/p>\n\n\n\n<p>What we saw was pretty impressive. The live demo of their tool took long sentences apart, explained their elements bit by bit and added further context, like what \u2018non-constitutional\u2019 means. While the direct outputs aren\u2019t precisely what we need, they could help us break things down and support the content design process. In the coming days, designers will take a closer look with a test account they offer.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">What is more likely to happen first?<br><br>Governments building enough <a href=\"https:\/\/twitter.com\/hashtag\/ContentDesign?src=hash&amp;ref_src=twsrc%5Etfw\">#ContentDesign<\/a> capability to create content in plain language and offer easy-read versions?<br><br>\u2014OR\u2014<br><br>Or users equipping themselves with AI tools to make sense of legal jargon on government websites?<\/p>&mdash; Martin Jordan ? ? @martinjordan@mastodon.social (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1626593856077836293?ref_src=twsrc%5Etfw\">February 17, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<h2 class=\"has-h-3-font-size wp-block-heading\">Addressing things at a higher level<\/h2>\n\n\n\n<p>The working group around a design system for the German public sector is meeting again. After a reset and branding exercise, they kicked things off for the new year under the label \u2018KERN\u2019, German for \u2018core\u2019 and also \u2018pit\u2019 or \u2018pip\u2019. The community call was interactive, and people from various public sector organisations joined. Few things are set in stone, so there seems to be a lot of space for community members to shape, which seems like the right approach. The community get-togethers will continue every fortnight. I\u2019ll be back next time.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Yesterday, I had the pleasure of participating in a community kickoff for the KERN <a href=\"https:\/\/twitter.com\/hashtag\/DesignSystem?src=hash&amp;ref_src=twsrc%5Etfw\">#DesignSystem<\/a>, a working group initiated by the state-level government in Germany, namely Hamburg &amp; Schleswig-Holstein.<br><br>I\u2019m curious to see where this goes.<br><br>You can follow them here: <a href=\"https:\/\/twitter.com\/KERN_DesignS?ref_src=twsrc%5Etfw\">@KERN_DesignS<\/a> <a href=\"https:\/\/t.co\/RS8dw8vetw\">pic.twitter.com\/RS8dw8vetw<\/a><\/p>&mdash; Martin Jordan ? ? @martinjordan@mastodon.social (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1626640471832371201?ref_src=twsrc%5Etfw\">February 17, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>On Friday, Sarah and I met to outline a blog post about her work on the identity card PIN letter. It is sent to everyone in Germany who receives a new identity card as a German citizen, EU citizen or non-EU resident. Sarah and AC did most of the work on the letter over a year ago, but only recently, the redesigned version went into print at the Federal printing office. <\/p>\n\n\n\n<p>It was not the kind of work they wanted to do in the first place. They decided to fix the letter while working on a new digital identity app. When analysing people\u2019s journeys, the letter stood out as a significant pain point or often even a failure point. Having this somewhat unexpected work written up will be useful. It will be a vital blog post about cross-channel design, working within constraints, and the persistence needed in the public sector. I want to tie this blog post to another one in the works: about service thinking while working with a product lens. <\/p>\n\n\n\n<p>By the end of the working week, I got interested in a service page launched for applying for one-off financial support for students. People from the civic tech community mocked it, created phishing-like duplicates, and questioned its exclusive use of a Federal government account. The service uses a regular .de top-level domain, including numbers, referring to the amount of the one-off payout. So people created almost identical-looking pages by changing the numbers. While launched by a Federal minister as a national service, it doesn\u2019t utilise the Federal government style guide. Instead, the agency behind it created an independent campaign-like brand. <\/p>\n\n\n\n<p>All of that isn\u2019t generating trust with users. So in a series of tweets, I made 3 practical suggestions on how to improve the service before it launches in full:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Put the service on a Federal-level government domain like service.bund.de<\/li>\n\n\n\n<li>Use the Federal government style guide\u2019s colours, fonts, components and patterns<\/li>\n\n\n\n<li>Indicate how people know they trust a service like this one \u2013 via a slim top bar similar to how it\u2019s used on distributed services run by the US government and the European Union <\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Another person created an almost identical duplicate of the page\u2014only changing a number: \u2018one-off payment 250\u2019 instead of \u2018200\u2019.<br><br>It comes with a secure connection even. Only the typeface \u2018FiraSans\u2019 doesn\u2019t load correctly, and it renders in \u2018Helvetica Neue\u2019 instead. Worrying<br><br>6\/X <a href=\"https:\/\/t.co\/zINqToCGfo\">pic.twitter.com\/zINqToCGfo<\/a><\/p>&mdash; Martin Jordan ? ? @martinjordan@mastodon.social (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1626688209085255681?ref_src=twsrc%5Etfw\">February 17, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n\n\n\n<p>It\u2019s always easy to shout from the sidelines. But these suggestions are apparent and widely used practices elsewhere. Moreover, an updated version of the German government\u2019s Service Standard could encode them and help make them common practice. Possibly I can tie some of those into the objective work related to the Service Standard.<\/p>\n\n\n\n<h2 class=\"has-h-3-font-size wp-block-heading\">What\u2019s next<\/h2>\n\n\n\n<p>Next week, we\u2019ll have an international call on \u2018working in the open\u2019. I\u2019ll team up with my colleague Pamela, our Head of Comms, to share our beliefs, approach, and what we practically do at the Digital Service.<\/p>\n\n\n\n<p>We have had no international calls in over 6 months, so we might need to shout a bit louder to get enough people in the Zoom room again. Having ex-UK gov comms maestro Giles Turnbull as the other presenter will surely help get people&#8217;s attention, or so I hope. <\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-rich is-provider-twitter wp-block-embed-twitter\"><div class=\"wp-block-embed__wrapper\">\n<blockquote class=\"twitter-tweet\" data-width=\"550\" data-dnt=\"true\"><p lang=\"en\" dir=\"ltr\">Next Tuesday, in the int\u2019l <a href=\"https:\/\/twitter.com\/hashtag\/GovDesign?src=hash&amp;ref_src=twsrc%5Etfw\">#GovDesign<\/a> community call, we\u2019ll discuss how governments &amp; public organisations can work in the open\u2014what it means, why it matters, how it looks.<br><br>With <a href=\"https:\/\/twitter.com\/gilest?ref_src=twsrc%5Etfw\">@Gilest<\/a> &amp; <a href=\"https:\/\/twitter.com\/PKrostaHartl?ref_src=twsrc%5Etfw\">@PKrostaHartl<\/a>, we\u2019ll have some fantastic speakers.<br><br>You can find the call details in Slack. <a href=\"https:\/\/t.co\/rEPHUswjmh\">pic.twitter.com\/rEPHUswjmh<\/a><\/p>&mdash; Martin Jordan ? ? @martinjordan@mastodon.social (@Martin_Jordan) <a href=\"https:\/\/twitter.com\/Martin_Jordan\/status\/1626202600059113472?ref_src=twsrc%5Etfw\">February 16, 2023<\/a><\/blockquote><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n<\/div><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Week 42 included some training units \u2013 on accessibility and service design. Martin also attended a community kick-off for a new public sector design system. <\/p>\n","protected":false},"author":1,"featured_media":926,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,7],"tags":[],"class_list":["post-924","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 #42 at the Digital Service: Notes for 13\u201317 February 2023 - 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\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/\"},\"author\":{\"name\":\"Martin Jordan\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#\/schema\/person\/701c6d4d31c2f752efcdb1c45fb7a25d\"},\"headline\":\"Week #42 at the Digital Service: Notes for 13\u201317 February 2023\",\"datePublished\":\"2023-02-19T21:47:58+00:00\",\"dateModified\":\"2023-02-26T22:53:15+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/\"},\"wordCount\":985,\"publisher\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#organization\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2023\/02\/Service-design-training.jpg\",\"articleSection\":[\"English\",\"Weeknote\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/\",\"name\":\"Week #42 at the Digital Service: Notes for 13\u201317 February 2023 - Verwaltungsgestaltung \u2022 Notizen\",\"isPartOf\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2023\/02\/Service-design-training.jpg\",\"datePublished\":\"2023-02-19T21:47:58+00:00\",\"dateModified\":\"2023-02-26T22:53:15+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/2023\/02\/19\/week-42-at-the-digital-service-notes-for-13-17-february-2023\/#primaryimage\",\"url\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2023\/02\/Service-design-training.jpg\",\"contentUrl\":\"https:\/\/verwaltungsgestaltung.de\/notizen\/wp-content\/uploads\/2023\/02\/Service-design-training.jpg\",\"width\":2000,\"height\":1333,\"caption\":\"A younger white woman stands in front of a group of people in a modern office meeting room next to a TV set; a long table is standing in front covered with cups, glasses, bottles, pens and paper \u2013 the TV set shows an instruction screen saying: \u201cService goals speed dating Choose one of the 3 points you have marked and gather with others around that point. 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