User-centred design

In this video, user researchers discuss their definition of user-centred design.

User research informs user-centred design.

User-centred design simply means design that puts users at the heart of decision-making. User-centred design in government means doing user research while bearing in mind everything we covered in the last few steps.

Developing an in-depth understanding of your users and their needs right from the start of the process informs how you design and deliver a service. As you’re refining what that service should do, what it looks like, and how it should work, user research continues throughout to ensure that it is always meeting their needs.

Following this approach should result in the delivery of a ‘good’ service.

A good service enables the user to do what they set out to do. As seamlessly as possible, it takes care of everything – from the moment a user is considering doing a task to the moment they have completed it. A good service should also accommodate any further steps a user might need to take or support they might need.