Benefits of adopting the design and delivery process
A key principle of any design approach is involving people in the overall design process. When done well this design and delivery process approach fuels the creation of government services that align more deeply with people’s needs and expectations, which ultimately drives trust, engagement and customer satisfaction.
Benefits for the people of Queensland
- Services that meet the real underlying needs of customers.
- An improved customer experience of products or services.
- Less stress and frustration when using products or services.
- Removal of thought overload when determining how to use services.
- Increased popularity and use of services by customers.
Benefits for the Queensland Government
- Provides an external, customer perspective of the problem at hand (outside-in approach).
- Helps paint a picture of the wider context in which the problem lies.
- Saves money. Systems and services that meet the needs of people tend to cost less in support—they don’t need additional assistance (or training).
- Creates a positive reputation.
- Can increase productivity and improve operational efficiency.
- Reduces project risks of a ‘failed’ service.
- Builds organisational resilience.
- Helps staff understand and build empathy for customers
Benefits of the service design and delivery process
The service design and delivery process helps teams start delivering quickly. It also helps them to adjust their work to new information they get about your users and their needs. This reduces the risk of building the wrong thing.
Deliver the right thing - The process focuses teams on building end-to-end services which help users to get things done in the way that suits them best.
Deliver quickly - Frequent incremental releases increase value for users and give feedback on what needs more work. This helps the team to prioritise its resources so they keep building what users actually need.
More visibility - Regular showcases of work are built into how teams follow the process. They discover very quickly if something is not meeting users' needs.
More adaptable - The process is iterative and transparent, with quick feedback for better decision-making and meeting user needs.
Teams learn more about user needs earlier on, and work in progressive increments, testing and adjusting services as needed.
Manage risk - The process breaks down risks, prioritizes valuable tasks, and enables teams to make data-driven decisions through early testing of assumptions. Releases become routine for the team rather than major milestones, to prevent time being spent on unhelpful projects.
This process, or taking a human-centred design approach, is supported by the intent of the digital services policy and the digital service standard. By undertaking the activities outlined in this playbook, you will be positioning your product, service, or project to meet the requirements of the policy and standard, while also building services with Queenslanders at the centre of what we do.