Skip to content

US Digital Services Playbook Play 2

Jump to bottom
mattkwong-kpmg edited this page Mar 2, 2017 · 5 revisions

#Play 2: Address the Whole Experience, from Start to Finish We need to understand the different ways people will interact with our services, including the actions they take online, through a mobile application, on a phone, or in person. Every encounter — whether it’s online or offline — should move the user closer towards their goal.

##Checklist

  • 1. Understand the different points at which people will interact with the service – both online and in person

We asked users as part of their interviews how they currently perform their work and from what devices (#1/#2/#3/#4). Further refinements from usability testing were added as Github Issues per the Product Owner's review.

  • 2. Identify pain points in the current way users interact with the service, and prioritize these according to user needs

Our Product Owner reviewed the results from our user research and added them as User Stories and Issues on the Github Issues Board. He then assigned complexity scores (points) to them and added them to planned sprints based on complexity and priority.

  • 3. Design the digital parts of the service so that they are integrated with the offline touch points people use to interact with the service

As mentioned above, the Product Owner used the user research findings to inform user stories and issues for the product backlog including those related to offline touch points. For example, the user story (Issue #48) for the system to provide delivery date estimates and user story (Issue #53) for being able to review orders after an issue is discovered offline.

  • 4. Develop metrics that will measure how well the service is meeting user needs at each step of the service

For this prototype, we measured this by user feedback during periodic usability testing.

##Key Questions

  1. What are the different ways (both online and offline) that people currently accomplish the task the digital service is designed to help with?

Our users currently have to do everything from a desktop or laptop, so the responsive design of our prototype would allow our users to turn many of their offline touch points into online ones. For example, user story (Issue #55) which is currently accomplished by emailing a developer.

  1. Where are user pain points in the current way people accomplish the task?

Some pain points that we identified were a difficult user interface and the requirement to export data to Microsoft Excel to do reporting.

  1. Where does this specific project fit into the larger way people currently obtain the service being offered?

It simplifies the way users order from and maintain the procurement catalog.

  1. What metrics will best indicate how well the service is working for its users?

User feedback for the service, and increased user satisfaction with orders.

#US Digital Services Playbook

  1. Play 1 Understand what people need
  2. Play 2 Address the whole experience, from start to finish
  3. Play 3 Make it simple and intuitive
  4. Play 4 Build the service using agile and iterative practices
  5. Play 5 Structure budgets and contracts to support delivery
  6. Play 6 Assign one leader and hold that person accountable
  7. Play 7 Bring in experienced teams
  8. Play 8 Choose a modern technology stack
  9. Play 9 Deploy in flexible hosting environment
  10. Play 10 Automate testing and deployments
  11. Play 11 Manage security and privacy through reusable processes
  12. Play 12 Use data to drive decisions
  13. Play 13 Default to open
Clone this wiki locally