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Rob Le Quesne

8 days ago
Unfiled. Edited by Rob Le Quesne 8 days ago
GDS Design Patterns team have refined a potential pattern (picture below).  See the blogpost and prototype with the work so far. 
 
The pattern needs more research before it can be reviewed and published on service manual. 
 
  • Research
Rob Q Over ten weeks, during November, December 2016 and January 2017 we tested different versions of the 'Check before start' pattern  within 3 different prototypes:
 
  1.  'Become a registered childminder' prototype with 15 users who were either registered childminders or in the process of registering. 
  1.  'Learn to drive' prototype with 13 teenagers, all in the process of learning to drive.
  1. 'Transport Goods' prototype with 6 goods vehicle operators.
 
User needs
As someone looking to become a registered childminder...
 
 I need to understand what I have to do, so that I can decide whether I am eligible to register.
 
 I need them to know how much it costs, so that I can plan if I can afford to register.
 
 I need to understand how long the registration process takes, so that I can plan my time.
 
User quotes
"All I really wanted to know was how much it was, but I couldn’t find it out. I think you have to go through and register to find out how much it is, which was really annoying. I just got annoyed and turned off my phone." Childminder P2
 
"There is not a clear step by step, you know, what you need to do and at what stage you need to be registered. You sort of do it in stages anyway, but it does not set it out, you know, ‘Once you’ve done the course, you should have completed steps 1-3. Then when you have done the First Aid training, you should by doing 4, 5 and 6." Childminder P1
 
"I’d just like the price at the very very beginning, before going anywhere. If for example, it is going to be £300. Like a first aid course can be anything from £250-300. If I was beginning this and it was £300, there is no way I would carry on going ... So I would have wasted 5 minutes going through, to find out how much it is, to just not do it." Childminder P2
 
"For me if I was applying for my provisional license, I probably would not bother looking at the eligibility questions, mainly because I probably know that. I talked to quite a lot of my friends before I got mine. I’d probably go straight to ‘Apply for your provisional license." Student P9
 
 
 
8 days ago
Unfiled. Edited by Rob Le Quesne 8 days ago
Rob Q
  • the meaning of the status indicator (completed) is less clear in the context of a long task. Does it mean I have completed reading about the task or that I have completed the task itself?
 
Rob Q "I like the 'completed' icons. They stand out.. You're not going to miss them." StudentP4
 
"Is there a way of undoing the completed status?” Student P4
 
“The completed buttons are good, because they have that with UCAS as well, you don’t want to keep going to something that is already  done, it’s really handy. It shows me that yes I have applied for my provisional driving licence, yes I have found my driving instructor.” Student P7
 
 
understand their options around where I live
 
User quotes
 
"There is not a clear step by step, you know, what you need to do and at what stage you need to be registered. You sort of do it in stages anyway, but it does not set it out, you know, ‘Once you’ve done the course, you should have completed steps 1-3. Then when you have done the First Aid training, you should by doing 4, 5 and 6." Childminder 1
 
"If I had a one-off check list that would have been quite useful. I think specifically from the government, that would have been very useful before I even entered into it. I had to ask several places and do a lot of googling, trying to work out how to open or how much I’d need to spend to set up." Childminder 3
 
"I would want to know how long each task will take." Childminder 1
 
 
 
307 days ago
Unfiled. Edited by Harry Trimble , Rob Le Quesne 307 days ago
Common language to describe the parts of a service by people who run, build and improve them
Sanjay P
  • What do we mean by parts? (Steps, patterns, type..?)
Harry T
  • It's vague on purpose. 
 
 
Post
Digital
Frontline
Backoffice
Harry T End-to-end
Back-to-front
 
Renewing
Rob Q Running (a garage)
Cancelling
Dissolving (a company)
Clarifying
Submitting
Capturing (a location)
Tracking (progress)
 
 
 
Testing
Identification
Authorisation
 
 
Enforcement officer
Product manager (product owner)
Service manager
Mechanic
 
 
 
Caseload
 
Capital expenditure budget
Harry T Failure demand
 

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