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Domain A: Building a better digital experience P2

Domain A: Building a better digital experience P2

4th Jul 2018

CIO

Taken from our Ascot CIO Event, October 12th 2017

HELPING PEOPLE MANAGE THEIR HEALTH AND HEALTHCARE

Alan Morgans, Delivery Director, NHS Digital

Service Design Process

  1. Data
  2. Insight
  3. User Research
  4. Design
  5. Build & Test
  6. Deploy
  7. Improve
  • ‘Right thing, right way’ process
  • Product decisions based on insights from data & research
  • Involve healthcare system professionals from outset
  • ‘Value’ focus from outset, and measure/iterate constantly
  • Align with strategic context of ‘business and user need’

Service Design Principles

Setting the right challenge

How might we do X for Y [user] to achieve Z [impact]?

  • Data and analytics
  • User research insights
  • Cross-domain insights
  • Existing prototypes & functionality
  • Technical architecture

Research

Activities
  • Actor mapping
  • Formative user research
  • As-is journey mapping
Outcomes
  • Experience map
  • Research insights

Define

Activities
  • Define user needs, pain points and opportunities
  • Assessment of Impact
Outcomes
  • Articulated user needs, pain points and opportunities

Design

Activities
  • Ideas and design
  • Inspiration from best-in-class
  • Co-creation
Outcomes
  • New to-be journey (addressing needs, pain points & opportunities)

Prototype

Activities
  • Prototype & iterate
  • User testing
  • Dependency mapping
Outcomes
  • Prototype
  • Blueprint
  • Roadmap
  • Business impact

User centric output

A desirable, viable & feasible solution to the challenge.

  • Cross-cutting, end to end journey
  • Validated prototype
  • User needs & insights
  • High level roadmap
  • Dependencies
  • Contextualised
  • Personalised
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