The actual problems to be solved

The actual problems to be solvedKate Tarling @kateldnAyesha Moarif @ayeshamoarif #SDinGov

1. Getting to the right problem2. The right kinds of solutions3. Building in the right kind of way

#SDinGov@kateldn / @ayeshamoarif

Getting to the right problem



The better you define the problem, the better the solution



Some challenges● Tech fixes for ill-defined problems● Teams and budgets focussed on own

problems● Different solutions for same core issue● No overview of work delivered... or if it’s

making anything better


Problem or solution?

“Let’s scan documents to cut down on paperwork”“We’ll tackle the backlog with a streaming tool”“An online portal will modernise our process”


What’s the real problem?

Do we “transform” our systems or update them?

What’s the wider service the systems support?What do we need to improve and how?


1.Break down a brief

“We need a portal for applicants to submit

their bank statements

electronically”




electronically”

Who is “we”?

Why now? Or else?

Why do users need to do this?

What does this allow us to do?

What are users really trying to do?

What does this data tell us?

Why this? How else?


2. (Re)write the brief● What is it we couldn’t do before? Why do it?● Who is it for, i.e. users and internal people?● What outcomes are they looking for? ● What do we do now and why?● What critical things are we assuming?● Anything we need to be aware of?● How would we know we’re successful?


3. Frame the problem● What are people actually doing or what’s

the end-to-end service as they would know it?

● What core need does the service meets?● Where does the work fit in that?● What does the work improve on a service

level?


Services exist because someone wants to do something


Real needs go beyond the serviceStart there


“Study in the UK”not“Class 3 visa application”


A serviceSub-

servicesActivities

Capabilities

Technology

Data

What someone needs to do, e.g. “study in the UK”Major steps e.g. applying or deciding

All the things people need to do

The ability to deliver those things

Systems and tools to enable delivery

The actual data e.g. name, address#SDinGov@kateldn / @ayeshamoarif

#SDinGov@kateldn / @ayeshamoarif*example service for demo purposes only

#SDinGov@kateldn / @ayeshamoarif*example service for demo purposes only


4. Agree the problem boundaries● Get people to work together on this● See where we do and don’t agree● Build shared understanding of the

problem● Identify other parties involved but not

present● Decide what we are and are not going to

tackle


5. Give “better” a shape

(Decide a solution) (Question everything)“Prevent x

Allow yFaster nLess z”

Describe outcomes

“Build a portal”

“Why study abroad?”




electronically”

(Decide a solution) (Question everything)

#SDinGov


We believe that how we get users to prove they meet our financial criteria

isn't working well because people don’t provide the right information, what they send isn’t clear and it takes a long time to determine

#SDinGov


which results in a costly service to run, with lots of paperwork being checked manually, and lower confidence.

#SDinGov


How can we make knowing whether people meet this criteria clearer, faster and easier?

#SDinGov


5. Get ready for discovery“Speed up decision-making by checking

financial eligibility in a way that reduces the chances of sending

incorrect or out of date information”

Describe outcomes(Decide a solution) (Question everything)


If it’s got a name, it’s not a discovery


1. Break down solution to uncover the problem

2. Frame it in wider service / what people are doing

3. Agree broadly what problem is and isn’t

4. Discipline thinking to define “better” outcomes for now

5. Use it to start discovery and iterate


ExerciseThink of a way to reframe the problem underlying this brief and re-write it:

“We want a digital hub where people can log in to manage their council tax and self-serve more”


The right kind of solutions



It’s easy to come up with ideas and solutions…

...that bear no resemblance to anything you’ve actually learned or are really trying to achieve.

The problem


The best service is one where no one has to do anything


What problems are we solving?

● Go back to first principles ● Ask the fundamental questions● Go back to the original brief and ask why

again● Write down what actually needs to

happen - not just what is happening now


Use the wrong words and you’ll focus on the wrong problems


What actually needs to happen?

Unclear activities

Managing…Reviewing...Working a caseVerify applicationStreaming work

Find out how...Check eligibilityGet proof Report somethingStop somethingMake a decision


Check suitabilityCheck eligibilityCheck entitlementMake decisionNotify of a decisionIssue proof

Working a case

Unclear activity

What actually needs to happen?


Ways we could do these activities

What actually needs to happen

Check eligibilityCheck entitlementMake decision

Remove need for checksUse what we knowManual checksAutomate checksTriage checksIssue proof


Users don’t know what to expect

Trying to find out what is happening

Need passport back

Worry about posting passport

*example service for demo purposes only


Don’t block yourself in. There won’t be one neat, single solution.


“An application tracker so people can see what’s happening with an application”

Idea


For your idea to be the answer, what would have to be the problem?


Make provocative statements● People expect it won’t take very long. If we

explain clearly what’s involved up front, they’ll worry and chase less.

● The hardest thing isn’t applying, it’s having to be away from one’s passport. So let’s stop taking them away.

● People seem to call every 7 days or so. If we email weekly with an update they’ll feel more confident.


By coming up with ideas you’re moving away from research insight to (informed) assumptions.And towards ways to test how right or wrong you are.


1. Set realistic expectations up front

2. Reduce the time it takes to make decisions

3. Check eligibility without passport

5. Track your application

4. Notify users regularly

*example service for demo purposes only


If you can’t easily relate your ideas back to how you framed the problem, either you were wrong about the problem or you are wrong about your solutions.

1.What really needs to happen & what are the real user needs

2.‘How might we…’3.Don’t block yourself in4.Make provocative statements5.Turn statements into clear ideas6.Find out how wrong or right

#SDinGov2017@kateldn / @ayeshamoarif


Idea● 5 second summary ● Which user needs addressed● Why else do this and what we get● What we need as input to do this● What it involves ● Key risks & challenges ● How might we measure● Future opportunities to hold space for?


5 second summary Notify users regularly about application progress

Which user needs addressed

Need my passport back, don’t know if the right thing is happening, feeling anxious

Why do this and what we get

It’s about how we communicate while we’re checking eligibility. If we get it right this idea may help increase confidence, reduce support centre costs and time

What we need Input from operational area, input from policy

What it involves Could be GOV.UK Notify and email or SMS updates

Key risks & challenges Getting updates may require change to legacy system. May be long periods of time where nothing is happening. This fixes a symptom not the root cause (time/passports)

How might we measure? Confidence from users the right things are happening, ratio of contact about this.


Level of complexity, cost, resources How expensive?

Potential impact on the core problems and what you’ve learned is it a good idea or not?

1. Set realistic expectations up front

2. Reduce the time it takes to make decisions

3. Check eligibility without passport

4. Notify users regularly

5. Track your application


ExerciseThink of a possible solution and write a pitch for this problem:

How might we set realistic expectations up front about what happens in an application and how long it might take?


Write a pitch● 5-second summary ● Which user needs addressed● Why else do this and what we get● What we need as input to do this● What it involves ● Key risks & challenges ● How might we measure● Future opportunities to hold space for?

Building (or changing) things in the right kind of way

#SDinGov2017@kateldn / @ayeshamoarif


It’s easy to let the momentum of the build drive everything

Especially when we’re not sure we’re addressing the right problems - and even when we are


● Are we building features or working towards outcomes?

● What’s the difference between user needs and user stories?

● Who should stories refer to?● When is a story ‘ready’?

Where things go wrong


What is a user need?● Things people need to do - functional

needs● Emotional needs - perhaps people feel

stressed or anxious and they need reassurance


1. If you show this need to a real end user would they recognise it as their own need?

2. Does it help you to organise or prioritise the work for your project?

3. Does the need describe the problem and not the solution?

4. Will the need stay the same regardless of changes to technology, policy or how an existing service works? Litmus test for user needs by @leisa


When you move away from research insight and lived experience towards lists of user stories, you immediately increase the likelihood of building the wrong thing


User storiesA set of assumptions about what will● meet user needs● get what it is that you want to achieve● support the outcome you’re after. Given:● what you have learned about the problems and

context● In order to learn how right or wrong you are


Who are stories for?“As a security specialist I need people to authenticate themselves securely so that sensitive data is better protected.”

This is dangerous.


Keep the connectionUser stories. Assumptions we’re making

Actual user needs

Acceptance criteria.

What we’re learning about this way of doing something

Why we set out to do any of this

How well this is going to perform, given what we’re trying to do

Outcomes we’re after. Policy intent.


Write stories as a team from now on


https://cucumber.io/blog/2015/12/08/example-mapping-introduction


Track what you learn

from Josh Seiden at Interactions16 conference - @jseiden


Track what you learn

http://melissaperri.com/2015/07/22/the-product-kata/#.WLraDUWLSnc


When is a story ready?● Get everyone to acknowledge this is all

assumptions● Keep tracking the important connections

throughout● Agree how you’ll handle the things you’re wrong

onLots of red questions suggest you’re not ready


1.Getting to the right problem2.The right kind of solutions3.Building in the right kind of

way

Summary


Thank you.https://designpatterns.hackpad.com/Common-tasks-I4NgXoebESlhttps://cucumber.io/blog/2015/12/08/example-mapping-introductionhttps://www.slideshare.net/7thpixel/introduction-to-assumptions-mapping-agile2016http://melissaperri.com/2015/07/22/the-product-kata/#.WLraDUWLSnc

Thanks to Alice for the slide templatehttp://alicebartlett.co.uk/blog/how-to-do-ok-at-slides

https://designpatterns.hackpad.com/Common-tasks-I4NgXoebESl

https://cucumber.io/blog/2015/12/08/example-mapping-introduction

https://www.slideshare.net/7thpixel/introduction-to-assumptions-mapping-agile2016

http://melissaperri.com/2015/07/22/the-product-kata/#.WLraDUWLSnc

http://alicebartlett.co.uk/blog/how-to-do-ok-at-slides

Design

The actual problems to be solved