Design and test solutions with users to make sure you’re solving the right problems in the right ways.
Work across organizational boundaries to make sure your tool or service forms a coherent part of a user’s wider journey.
Work towards creating a service that meets users’ needs across all channels, including online, phone, paper and face to face.
Provide a service that everyone can fully use, including people with disabilities, low English literacy, or low technology literacy. If your service is not accessible, it’s not usable.
Put in place a multidisciplinary team that can create and operate the service in a sustainable way, led by a leader with decision-making authority.
Make sure you have the capacity, resources and technical flexibility to iterate and improve the service frequently. Test with users and gather feedback regularly to deliver the right thing and provide value.
Evaluate what data the service will be collecting, storing and providing, and consult with experts about security level, privacy concerns and risks associated with the service.
Determine what performance indicators make sense for your service and make it available.
Understand the total cost of ownership of the technology and preserve the ability to make different choices in the future. Make choices that allow you to adapt your technology as your understanding of how to meet user needs changes.
Maximixe the functionality of systems, allowing them to “talk” to one another and “understand” the information they pass to one another.
Minimize service downtime and have a plan to deal with it when it does happen. Know how users will be affected if your service goes down and ensure that service availability is communicated, users are supported, and that we learn from outages.
Individual parts of the service might work in a controlled environment, but understand how they work in real life and how they fit together. The service leader should know what every part of every interaction looks like, on all common browsers and devices.