Help Joy help you. On the unusability of internal systems.

  I am out here for you. You don’t know what it’s like to be ME out here for YOU. It is an up-at-dawn, pride-swallowing siege that I will never fully tell you about, ok? Help me… help you. Help me, help you. – Jerry Macguire   This is Joy’s notebook. At the airport earlier today I had to switch my ticket from one flight…

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User research not just usability

Originally published on the GDS User Research Blog Our user researchers work with project teams throughout a service lifecycle. They’re not just testing usability, they’re researching with users and feeding insights back to the team all the time. Here are some of the things our researchers bring to a project team: Understanding user needs: identifying them, framing and prioritising them correctly. Informing the service design: helping…

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Strategy is being on message.

If you’re trying to implement strategy I reckon you need to spend a good 30% of your effort on communications. Probably more. You need to think more like someone who is trying to sell expensive trainers and less time making power points, spreadsheets and gantt charts, or doing whatever the thing is you’re officially paid to do. This is the most important thing you can do…

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