Central Government Department.
Redesigning a Government Department’s services.
The client is a UK central government department, with field workers operating flexibly across a number of locations within England and Wales.
The re-development of the website has been acknowledged and accepted as an activity the Council will need to invest in. They wanted to investigate design ideas that would fundamentally improve the way community users interact with the Council online, starting with the Homepage.
They chose a Lightning Sprint. In just five days, we needed to put community users at the heart of a rapid approach to designing and prototyping a new digital footprint.
Day 1 | Understand
Day 1 was about getting to know the sprint team, discussing the challenges around submission of information and setting a sprint goal for what we wanted to achieve.
We spent the day asking “How Might We do X?, allowing the team to pinpoint challenges around submission such as incorrect documents, manual checking and confusing guidance.
We pinned these challenges on a process map which allowed us to see where the most significant pains were in the process, allowing us to focus our sprint.
Day 2 | Sketch
Day 2 started by looking at existing services outside Government that had innovative and applicable features to inspire our sketches.
Looking at how organisations like Google, Monzo and Amazon innovate, inspired the team to think about intuitive and user-friendly ways to use their own platforms to submit requests or receive updates. Applicable and relevant features were recorded.
By the end of the day, we had sketched ideas for solutions for each area of the submission information process and presented these to the sprint team.
Day 3 | Decide
We collated and reviewed all of the sketches and decided on which ideas to develop further and visualise through detailed drawings.
Of note, there were many overlapping ideas and we found that an easy platform with strict auto-validation, that would only allow entry of the correct information, was a popular concept.
We ended the day with a set of wireframes, a storyboard and a list of functions to carry forward into prototype.
Day 4 | Prototype
Day 4’s goal was to develop the new workflows for case management and programming. The team worked together to decide on key features and capabilities and build out new streamlined processes with the developer.
The outcome of the day was a new and improved workflow design, from which the prototype would be based and developed on, on day 5.
Day 5 | Validate
To test and validate the prototyped solutions, user testing was conducted on Day 5 to obtain valuable feedback from the primary users of the system. We conducted testing with both chosen users and via guerrilla research, with the aim of getting varied feedback.
“Quick links to services in Prototype 1 puts me on the exact road I want to be on“
Feedback suggested that the current website was dated, and that Prototype 1 was generally more popular with users in terms of design and service/media structure.
“The Lightning Sprints have energised the whole organisation. Even 4 weeks after we are still buzzing.”
Deputy Product Owner . UK Government Department
Priority needs identified.
MVP with core functionality delivered in just 5 days.
Croydon Council. Helping Croydon Council go from Good2Great. Client overview Croydon, London's largest borough, is a thriving, dynamic community with a population of over 338,000 located to the south of central London. It is home to over 9,000 businesses, making it...
Crown Commercial Service. Discovery for a new eSourcing service. Client overview The Crown Commercial Service (CCS) is an executive agency and trading fund of the Cabinet Office, with offices in Liverpool, Norwich, Newport, Leeds and London. The CCS provides a...
London Borough of Hackney. Hackney Welcome Service. Client overview The London Borough of Hackney is London's 19th largest borough: a dynamic, truly global and diverse community with a population of over 274,000. Having experienced rapid economic growth over the last...