concon manchester: joining up the content
TRANSCRIPT
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Joining up the content
Lynne and Polly
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GDSLynne
The digital/comms divide
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GDSLynne
Digital - build services
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GDSLynne
Comms - publish to GOV.UK
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GDSLynne
1. Build a service
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GDSLynne
2. Get a content designer in at the end
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GDSLynne
3. Ask for a start page the day before the service goes live
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GDSLynne
Things are changing...
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GDSLynne
- skilled and empowered content designers
- head of content design
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GDSLynne
...but the divide remains
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GDSLynne
Making it work
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GDSLynne
Talking to each other
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GDSLynne
How we benefit
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GDSLynne
Digital:
- how content is published to GOV.UK
- user journeys- how change requests are actioned- who the policy contacts are- how Zendesk works
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GDSContent for services
Comms:
- how services are designed- why content isn’t just about the
words- agile working practices
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GDSLynne
Users:
- get content when and where they need it
- less duplication- better user journeys
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BRPs: case study
- biometric residence permits - ID card with fingerprints and
photo- prove right to be here
GDSPolly
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Service for reporting BPR problems:
- lost / stolen- problem collecting - problem with delivery- card damaged- mistakes on card
GDSPolly
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Visa decision letter > GOV.UK > services
GDSPolly
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No content designer
- last minute request to link to service from GOV.UK
- failed service assessment
GDSPolly
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What we did
- content designers on service- working together- sharing evidence- looking at whole user journey
GDSPolly
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What we did
- GDS agreement- usability testing on full journey- one zendesk ticket, all cc’ed- pair working
GDSPolly
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- passed service assessment- good communication- met deadlines- advance notice- consistent journey- combined knowledge = greater
understanding of user’s experience
GDSPolly