Government Service Discovery for DCMS
- Rachael Amesbury
Connected technology has become fundamental to the way we live. Everything from banking, health, transportation and government has become dependent on interconnected systems.
More than ever, these systems are vulnerable to attack. To protect them, an innovative cyber security community has evolved made up of government, cyber security and private organisations. The Cyber Exchange is an independent digital service designed to support this community.
In a bid to explore how the service can best support the UK cyber security sector, the Department for Digital, Culture, Media and Sport (DCMS) has appointed us to run a discovery project.
This appointment follows a competitive tender against 22 other consultancies. This DCMS project is part of the Government’s five year, £1.9 billion National Cyber Security Strategy to make the UK the safest place to live and work online.
Our multi-disciplinary team of user researchers and service designers will take an evidence-based approach to help DCMS understand the needs of the users and the sector. The method involves using a mix of research techniques to gain a deep understanding of the audience, as well as fast digital service prototyping to explore concepts and ideas that emerge.
DCMS join our growing roster of government clients – including Cabinet Office, DVSA and Home Office – who have worked with us to take an evidence-based approach to service and UX design.
Starting with the users
For a long time technology has led the way services work, but increasingly people are realising the value of starting with user needs. Human-centered design has been core to the way we work for a long time because we know it’s the best way to design services that work. It’s rewarding to see this approach becoming the norm across government.
We have also used evidence-based design to help Scope prototype and launch an employment service for disabled people, the V&A explore user needs around accessing museum collections online and Action for Children design an app to support the fostering process.
This year, we were awarded a 2019 residency at the Arnolfini in Bristol working as part of a diverse group of start-up media, design and cultural organisations.
Gary Topp, Executive Director at Arnolfini, says: “This is great news for Mace & Menter and we are delighted that this is another strong example of how Arnolfini is home to an evolving and collaborative creative community. As a Centre for Contemporary Arts, we highly value the role that our resident companies play in bringing another dimension to our cultural ecosystem.”
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Now is an opportunity to slow down and think so we can reorient services
Some of the tools and techniques we use when we run remote discoveries