Designing for Blind Dinosaurs with Sausage Fingers
The Driver and Vehicle Standards Agency (DVSA) is the Department for Transport’s executive agency responsible for ensuring drivers and vehicles may legally use UK road networks.
As part of its 5 year strategy to transform into a digitally enabled organisation, it is adopting User-Centred Design and Agile ways of working to deliver better products, services and user experiences.
Every year over 1.8 million practical driving tests are conducted in the UK. This completely paper-based service has seen little change over the last 25 years and was identified as an area in desperate need of modernisation.
But with a user base potentially reluctant to change and new to technology, how can you bring everyone along successfully on that digital transformation?
Over the last 2 years as part of a multi-agency, co-located team, I’ve been on a Human-Centred Design journey within the agency — our mission, to digitise and improve and the UK’s Driving Test Experience.
In this talk, I’ll share insights from that journey, including…
— why focussed user research, co-creation and continuous user engagement, is the shortest route to delivering innovation
— how Human-Centred Design can empower teams to stay laser focussed on user needs and deliver great outcomes at pace
— why a Government Digital Services assessment is the best thing that can happen to your project
And of course, I’ll show how a government agency is achieving its vision of becoming a digitally enabled organisation, re-inventing itself for the future and successfully designing ‘for blind dinosaurs with sausage fingers.’