Tag: service design
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Friction is dead. Deal with it.
The perpetual wisdom of Tom Loosemore stikes again: Plenty of services quietly rely on people giving up. Agents don’t give up. Making your service deliberately harder to use won’t save you. Agents chew through friction; the people without agents bear the cost… …If tireless agents reveal that your service has been depending on people abandoning…
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User centred design, the GDS way.
I was recently in Brighton where the city council hosted a Government Digital Service session on user centered design. Here are things I found most interesting.