09. Chapter 2, Users
Bad Services: Season 1, Episode 9
Users
In episode 9 we talk about chapter 2 of the new book Bad Services, Users.
We explore one of the most common barriers to delivering better services, the ever present issue or not knowing who our users are or what they need
We talk Exeter Cathedral, the obsession with user needs as both a useful and potentially damaging doctrine and look at how we consider really designing solutions and services that help people with what they need to do, that aligns with our purpose.
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Show Notes
‘It’s like the Post Office scandal’: victims of carer’s allowance crisis speak out
Research Heresies - Will Myddelton
We need to talk about user needs - Leisa Reichel for Government Digital Service
Test of a good user need - Ben Holiday writes up Leisa Reichel rules as a poster