Thousands of people use guidance on child arrangements every month, often at some of the most stressful moments in their lives. We wanted to find out whether it still met people's needs, and what we could do to improve it. …
In April, the Digital Accessibility Team reached an important milestone, our fifth anniversary. We cannot quite believe how the time has flown. We started as a small team with a big ambition, and we have grown into a well-established function …
The job title only tells you so much. An interaction designer or service designer might have spent years working across healthcare, financial services or local government before joining us. They bring skills, instincts and experience that a job title simply cannot capture. …
Here is a familiar frustration. You are working on something, and you are almost certain another team has tackled the same problem before. You cannot find what they did, so you start from scratch. Two weeks later, it turns out you were right, It already existed. …
If you had told me a few years ago that I would end up working in data, I probably would not have believed you. I spent twelve years in outdoor retail, starting on the shop floor and finishing as a general manager. …
On the busy train heading home from Birmingham, I find myself reflecting on the past few days and the many conversations I’ve managed to pack into my time there. Between bursts of mobile signal, the journey offers a rare moment to pause, …
Across the Ministry of Justice, thousands of colleagues are doing some of the hardest jobs in public service. My team is there to make sure technology helps them, not hinders them. I am Steven Kelly, and I lead the Technology …
If we want to design ethical, inclusive services that truly meet people’s needs, we also need to think about the emotional impact of research on the teams delivering it. Transforming government digital services requires adaptability. Researchers engage with a wide range …
Improving access to justice starts with understanding the real challenges people face when using government services. Many of those who most need legal help are also the least likely to take part in traditional research. This can be due to …
Every year, large volumes of operational audio are reviewed across government systems. Some recordings are in foreign languages, making them difficult to analyse quickly and accurately. Last month, we shared our work exploring how artificial intelligence (AI) could help transcribe …
A digital service that works well at launch may not continue to meet users’ needs in the same way years later. So, when we wanted to better understand how our service was being used today and whether it still supports …
