1. (ex)GDS * Putting users first The story of GOV.UK Sarah Prag (Ex)Government Digital Service

2. GDS * Paul * Sarah Who am I? (ex)GDS

3. GDS * Paul * Sarah What I’ll cover: -Brief history of GDS & GOV.UK -Starting with user needs -Evidence & data -Creating content -User journeys -Continuous improvement (ex)GDS

4. GDS * Paul * Sarah A very brief intro to GDS and GOV.UK Fix publishing Fix transactions Go wholesale (ex)GDS

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7. GDS * Paul Sarah Simpler Clearer Faster (ex)GDS

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12. GDS * Paul Sarah It’s big… (ex)GDS

13. GDS * Paul * Sarah It’s won things… Design of the Year 2013 D&Ad Awards 2013 (ex)GDS

14. GDS * Paul * Sarah £42 million It’s saved some money… In 2012/13 (ex)GDS

15. GDS * Paul * Sarah It’s all down to understanding user needs (ex)GDS

16. GDS * Paul * Sarah User needs (ex)GDS

17. GDS * Paul * Sarah(ex)GDS

18. GDS * Paul * Sarah What are real people looking for? How can you best meet that need? Efficient for them… and for you (ex)GDS

19. GDS * Paul * Sarah Post: £6.62 Phone: £4.11 Online: £0.22 (ex)GDS

20. GDS * Paul * Sarah Evidence (ex)GDS

21. GDS * Paul * Sarah Data from existing sites Google & other online tools your call centre & other channels (ex)GDS

22. GDS * Paul * Sarah Helps you to identify your priorities fight your battles choose the right language to use (ex)GDS

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29. GDS * Paul * Sarah User stories (ex)GDS

30. GDS * Paul * Sarah Who’s the audience? What’s the action? Why do they want to do it? (ex)GDS

31. GDS * Paul * Sarah “As a _______ I want to ________ so that I can ________” (ex)GDS

32. GDS * Paul * Sarah “As a self-employed person I want to file my tax return so that I can avoid nasty fines.” (ex)GDS

33. GDS * Paul * Sarah(ex)GDS

34. GDS * Paul * Sarah Designing content (ex)GDS

35. GDS * Paul Sarah Formats (ex)GDS

36. GDS * Paul Sarah Answer (ex)GDS

37. GDS * Paul Sarah Guide (ex)GDS

38. GDS * Paul * Sarah Smart Answer (ex)GDS

39. GDS * Paul * Sarah Content should be as short, simple and specific as possible (ex)GDS

40. GDS * Paul * Sarah Content should define the audience be ordered around what people need to know when include enough information so the user can make a decision or take an action (ex)GDS

41. GDS * Paul * Sarah(ex)GDS

42. GDS * Paul Sarah Front-load sentences with the important stuff If it’s not essential, leave it out Break it up. Use - short sentences and paragraphs - subheads - lists - active voice (ex)GDS

43. GDS * Paul * Sarah(ex)GDS

44. GDS * Paul * Sarah “But it has to be complicated for legal/policy reasons” Not very often (ex)GDS

45. GDS * Paul * Sarah Write in the language used by real people While taking account of language used by government (ex)GDS

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48. GDS * Paul * Sarah Journeys (ex)GDS

49. GDS * Paul * Sarah Where is your user starting from? What is their immediate need? What are the previous/next steps they might need to take? (ex)GDS

50. GDS * Paul * Sarah(ex)GDS

51. GDS * Paul * Sarah Continuous improvement (ex)GDS

52. GDS * Paul * Sarah(ex)GDS

53. GDS * Paul * Sarah Steps through pension calculator (ex)GDS

54. GDS * Paul Sarah User research (ex)GDS

55. GDS * Paul * Sarah Start with user needs based on evidence & data design specific, simple content signpost likely next steps continuously monitor & improve (ex)GDS

56. GDS * Paul * Sarah Useful links Google Trends GOV.UK Style Guide GDS Design Principles GDS Blog (ex)GDS

57. Putting users first The story of GOV.UK Sarah Prag @SarahPrag Sarah.prag@gmail.com (ex)GDS