Are there any common principles for digital services?

I have recently been involved in looking at some internal digital services in the role of Digital Architect.

During this process I have a mental model of the key points that I would expect in any service.

These are pretty generic and I would ask them for any new service, or an old one which is being transformed.

They might not all apply to every service.

I am not saying that we should always take the relevant action but we should make sure that we consider them.

See what you think. Would you add anything extra?

 

People
  • We will focus on our known user needs: if we do not know what these user needs are we will find out
  • We work based around personas, user cases and tasks
  • We will provide a consistent user experience (e.g. buttons look the same and generate the same action)
  • User feedback is integrated into every product creation process and inbuilt once a product is live
Information/data
  • When users look for information they should be confident that they have found everything on that topic
  • We should always aim to be able to re-use information/data externally for the benefits of our clients
  • Information/data should be input once and retrieved many times
  • Content should only be in one place either internally or externally and not duplicated
Technology
  • We follow an agile, modular, design and build approach
  • Wherever possible we will create API to allow the easy reuse of data/information internally or externally
  • We will always consider if content or processes can be made as a app
  • We should focus on open standards and avoid vendor or supplier lock-in
  • Any information or data should be easily exportable from any system
Processes
  • Each process will have a high level process map to fit into the NAO QMS
  • We will identify poorly performing processes with a view to transforming them
  • We aim to minimise the number of user actions/clicks for every process
  • We will create agreed performance metrics and create a performance dashboard
  • We must follow recognised governance and risk management procedures
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