In this episode Katherine Benjamin, Deputy Chief Technology Officer for the City of New York, explains what user research is, how it works and how user researchers like her are bringing a new approach to government services.
Here are a list of great resources Katherine shared with us if you're interested in learning more about user research and where it's happening in government:
User Research
Ontario Digital Service User Research Guide: https://www.ontario.ca/page/user-research-guide
Andrew Travers, Interviewing for research: https://trvrs.co/book
Stephanie Walter, Research Cheatsheet https://stephaniewalter.design/blog/a-cheatsheet-for-user-interview-and-follow-ups-questions/
Design - Service/experience
Dan Hill / Dark Matter and Trojan Horses: A Strategic Design Vocabulary: https://www.cityofsound.com/blog/2012/08/dark-matter.html https://www.amazon.com/Dark-Matter-Trojan-Horses-Vocabulary/dp/0992914639
User Journey Mapping vs. Service Blueprinting: https://blog.practicalservicedesign.com/the-difference-between-a-journey-map-and-a-service-blueprint-31a6e24c4a6c
Internet-era Ways of Working: https://public.digital/2018/10/12/internet-era-ways-of-working
Detecting Agile “BS,” by the Defence Innovation Board: https://media.defense.gov/2018/Oct/09/2002049591/-1/-1/0/DIB_DETECTING_AGILE_BS_2018.10.05.PDF
De-risking Guide by 18F: https://derisking-guide.18f.gov/