Over the past few weeks, the content designers on the Service Design team have been rewriting parts of the Essex County Council websites. It’s about trying to understand what people are looking for, and working out how best to communicate that, in the most economical way possible.
I'm lead service designer with the ECC Service Transformation team, working on the design of good services, building capability, service standards and lots of other interesting stuff in #localgov.
You can find me @ncwrd
In early March we started the process of reviewing and testing the content of a chunk of the information advice and guidance on the Essex.gov.uk and Living Well websites. Last week we published the first batch of pages that went through that process.
At this week’s show and tell we heard about 2 pieces of work that showcased the ‘test, learn and improve’ approach that we try to take to all of our work.
We know that not everyone can get to our Wednesday morning sessions, so we’re posting a quick summary here. It’s still much better to be there in person if you can, as the conversation and connection around the presentations is where the magic happens!
This post talks about why we’ve changed the way we describe our team and the work we do. One of the main issues we’ve had with having a ‘digital’ team is that it suggests that designing and building online services is the responsibility of a select group of people in a corner of the organisation. We also found that colleagues found it hard to understand what ‘digital’ really meant: can you ‘be digital’ or ‘think digital’?
The Service Standards were approved as part of our Organisation Strategy in 2017. They will help us create and run services which meet the needs of our users. Many of these standards are common sense; the ‘why?’, ‘what?’, and ‘how do you know?’ of good service delivery.
Every fortnight, in room C309 in County Hall, the Service Design team have what we call a show-and-tell. The format is pretty simple: two or three people stand up and talk through something they’re working on. People ask questions, and sometimes make suggestions. Everyone is welcome.
Essex County Council has a new blogging platform. In this post, I’d like to talk about how we built it.