This talk from Jon Alexander at the Summer 2025 #ContentRising event was brilliant, looking at how we can reframe our experiences, and those of users we build services and products for, from a consumer's to a citizen's.
I'd encourage everyone to watch it. 🌱
#Design #Democracy #Community #UserNeeds
It's not fun to withhold info you could easily provide upfront, and force a user to give a lot of data before finding out if it's even worth doing.
#ContentMarketing #ContentDesign #UserNeeds
Those are the same things as my bullet points! 😆
Yes, I had to consider if it was real or not. For me the lack of dot in the GOV UK url is what gave me initial pause! That's interesting, as the new logo makes the url slightly less implicit.
#UserNeeds
The top three frustrations from a parent using resale clothes apps for children's clothes:
1. “I can’t trust the photos”
2. “ Shipping takes forever”
3. “No returns, and high stress as a result”
#UXDesign #Userneeds #MomsWhoThrift
#Uxinterviews
Forget your internal capability heatmaps, this weekend’s all about mapping shaded beer gardens, ice cream vans, and the nearest source of SPF 50.
#heatwave #userneeds #strategicplanning
Last week I had an event essentials email which didn’t include that the shuttle bus left not from car park in front of station but right around the side.
This week, an airline email of pre-flight essentials, with lots about upgrade options but no link to check in.
Don’t forget
#UserNeeds, people.
In other news, have now had about 10 notifications, across email and text, about a DHL delivery. It's not late or cancelled. Why so many?
All that's needed is a timeframe in advance, and a delivery tracker on the day.
#UserNeeds #ServiceDesign #Deliveries
Das Konzept der User Needs ist in aller Munde, wenn es um Journalismus mit Zukunft geht. Viele Redaktionen arbeiten schon damit. Auch @dpa.com setzt darauf - zum Beispiel im Landesdienst Südwest…
#userneeds #dpasuedwest
www.linkedin.com/posts/roland...
Accelerate #publicService delivery with service patterns:
At the #UserNeeds First conference in Amsterdam, Betty Mwema, @laurenceberry.bsky.social and Stefan Draškić ran a workshop on GovStack #servicePatterns.
Their input part was recorded.
#GovStack is a @giz.de and @itu.int initiative.
As a content specialist, I've worked on major trauma-informed services for Cancer Research UK, the Met Police and the Cabinet Office. But trauma-informed content design is about a lot more than life-changing events. 🧵
#MicroTrauma #ContentDesign #DigitalAccess #UserNeeds #StressAndCognition #UX
My new article examines why organisations continue to make the same fundamental mistake: prioritising shiny new tech over understanding what problems they're actually trying to solve. #UserNeeds #AIImplementation
Selfie taken by a man of him and 2 other people, a man and a woman, standing on a stage with the words user needs in the background as lit letters and a projected slide saying good morning in Dutch
This morning, the
#UserNeedsFirst #UserNeeds conference in Amsterdam kicked off!
@zuydweg.nl and team have done a fantastic job creating a 3-day event full of learning, sharing and connection-building.
@karakane-kk.bsky.social and I had the opportunity to give an opening talk on our challenges.
First of a series of screenshots of a webchat with GOV.UK HMRC. There is a crown logo and the chat ID number at the top plus the date 3 April 2025. Then text saying You're speaking with a computer. Then the transcript. HMRC said: Hello, I’m HMRC’s digital assistant. Tell me in a few words what you’d like help with, without giving me any personal information. 5:58 PM You said: Hi, I need to update my mobile number to get the access code for my HMRC account re National Insurance payment gaps, as my mobile number has changed. I currently cannot log in to Government Gateway. 1:40 PM hmrcda said: Can you sign in to the HMRC service? Yes No
Transcript continued, page 2. You said: No 1:40 PM hmrcda said: What account are you trying to sign in to? Personal Tax Account Business Tax Account Personal Tax Account 1:40 PM You said: Personal Tax Account 1:40 PM hmrcda said: If you access your HMRC account with a code from a text message or voice call, and your number has changed you should: 1. Attempt to sign into your account using your ID and password, select ‘Sign in’ (opens in a new tab). 2. At the 'Enter the access code' screen, select 'Problems receiving this code? You can get help'. 3. At the 'Request a new access code' screen, select 'Cannot verify using this option? You can get help'. 4. Select 'Change how I get my access code'. 5. Verify your identity. 1:40 PM
Transcript page 3. You said: At step 4. I'm presented with a screen saying to phone up and there is a long wait. I called yesterday and it was 40 minutes wait time average. 1:41 PM hmrcda said: I do not understand what you want help with. Try using fewer words. 1:41 PM You said: 4. just says to phone up or use webchat. 1:41 PM hmrcda said: I found the following information. Select a link below to find out more, or try rephrasing your question. I’ve forgotten my user ID and password I need to resend my 2-step verification number My 2-step verification access code doesn't work 1:41 PM You said: I need to resend my 2-step verification number 1:42 PM
Transcript page 4 chat still going round in circles.
Well the Ask HMRC online webchat is not doing very well. Literally round in circles. Transcript pages 1 to 4.
12 pages altogether, I can send the PDF to anyone who's researching to iterate GOV UK webchats or sign in.
Update my mobile number without my old mobile should be...much easier. #UserNeeds
🔗 youtube.com/@corporateun...
From my conversation with Jared Spool on Corporate Underpants: In five years, prompt engineering will sound ridiculous. The only constant in tech? People and what they need.
#AI #TechEvolution #UserNeeds
Thanks to the 2 people who bought my #intranet book in February! 😅 If you’re considering getting it, just go for it – I’ve had very positive feedback.
#ContentDesign #UserNeeds #TaskBasedContent #UCD #UserCentredDesign #ContentTransformation #StaffInformation #InternalComms #Comms #HR #Digital
Anticipating #UserNeeds helps you your content find the right readers—
“Meta titles and descriptions provide a brief summary of the content, helping users quickly decide if the blog post meets their needs”
Medienwissenschaftler Pörksen: »Guter Journalismus ist am Publikum orientiert, redet ihm aber nicht nach dem Mund.« #Gesinnungsjournalismus #Publizistik #UserNeeds #Medienwandel medien.epd.de/article/2581
💡 #Journalism trends in 2025
Keeping users front and center is becoming a prerequisite in journalism and content production. Can the same approach be beneficial in community engagement as well?
New article in my newsletter: productsinpublishing.com/user-needs-a...
#userneeds #communities
💡 I'm publishing this thing tomorrow - with some awesome contributions from bright people in the global community.
Sign up at productsinpublishing.com if you want it delivered straight to your inbox 😊
#userneeds #communities #journalism
@essexcountycouncil.bsky.social's Adam Spencer on how the #Essex Digital Service Team validate #UserNeeds as part of their #Research process.
essexdigitalservice.blog.essex.gov.uk/2024/04/29/v...
Amazing, and absolutely essential. Never assume what people need. Use data and research to identify problems and where change is really needed. Use clear, simple words - always aim to dial down stress and anxiety. Meet people's emotional needs to meet their practical needs. #UserNeeds #UXDesign
It’s a good time to e-learn UCD and content design with Cake! New writing for web short course, plus buy both pathways together offer with code #UserNeeds 😀 Oh my!
A lot of publishers and organisations are looking into #userneeds.
Here I have gathered my articles, thoughts and learnings from implementing it at Berlingske, a 275 year old newspaper:
productsinpublishing.com/userneeds/
Psst, I also do courses...
Content design pathway, user-centred design pathway. They’re very good I’m told.
Self-paced. Practice exercises. Can be done on mobile.
Get clued up on #UCD, #UserResearch, #UserNeeds and #ContentDesign for £200.
Over 150 units in total. Test and pass certificate.
Show me your #UCD -mature orgs! Can we get 30??
You know, orgs who already "get it": who put time and resources into researching #UserNeeds, #usability testing prototypes, iterating until a #design is usable and fit for purpose..
Know a UCD-mature org? Have a reason to believe it is? Please share.
The theme of my week is this: yes I can write you those words. But, with no plan for figuring out what you need me to write or who will maintain my words afterwards, I’m pretty reluctant. What’s the theme of yours? #UserNeeds
The thought process for stages of the journey is so well demonstrated. No doubt down to the British Airport Authority having the amazing #JanePriestman as General Manager in #Architecture and #Design. Someone who could apply all their knowledge of Design across a spectrum of airport #UserNeeds.
HMRC consulted on user requirements and didn't get enough responses from rightwingers who needed nationality data for their dogwhistling, I guess.
HMRC consulted on user requirements and didn't get enough responses from rightwingers who needed nationality data for their dogwhistling, I guess :-) #opendata #datagap #userneeds
