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Once the wireframe and/or voice command flow is approved, we are ready to start developing and orchestrating a functional prototype of the service. The prototype is iteratively developed. Each successive iteration adds new functionalities and refines the prototype based on user feedback. This results in a service that meets the desired level of functionality and usability.
Develop Product and Technical specifications for the service.
Develop the front end and back end of the service according to the Product and Technical specifications and approved wireframes and/or voice command flow.
Develop a test script considering all the branches of "To-Be" user journey.
Prepare
test scripts
security and quality assurance checklist
digital service release plan
stabilization and maintenance routine
Refer GovStack sandbox documentation and prototype service using rapid prototyping tools. Learn more about the use of prototyping tools by reading the Do It Yourself (DIY) Full Stack Sction of GovStack Sandbox documentation.
Launch α, β versions to a limited set of citizens/business users, admins, and public officials.
Collect their feedback on the functional prototype and identify concrete steps to improve it.
Iteratively developed and deliver the launch version that meets the requirements and needs of citizens/business users, admins, and public officials.
Prepare the plan for migration of the prototype to the production environment.
Prepare the launch of the service.
Who does what
Service designer – Lead the service co-design journey
– Lead software product development according to the service blueprint
Front-end developer – Develops front-end applications following UX/UI style guide
Solution architect – Architects the service according to the BB integration plan
Back-end developer – Adjust BB, connects legacy systems, and test the application
Digital security manager - validates compliance with digital security policy
Cloud architect - Designs cloud strategy and microservices architecture that supports the digitalization of government services
Deliver a functional prototype of the service which:
Complies with the approved 'To-be user journey' and wireframe and/or voice command flow
Complies to Country digital service design standards. This includes standards for:
Complies with Country enterprise architecture, including digital security protocols approved by the country technical team
This section provides an example approach to digitizing government services based on understanding user needs, life events, and user journeys utilizing reusable software components/Building Blocks.
The following image represents the design process using UX/UI guidelines to create a unified digital experience across all government services.
The above guidelines are usually captured in a transversal regulatory mandate defined as a "digital service design standard" or a "design system", which is applicable to all government services and easily implemented through the use of style guides, components, and patterns. GovStack provides guidance to kick-start the design and development of UI/UX components layer for using the GovStack applications and building blocks.
GovStack has also developed technical specifications for reusable software components/Building Blocks (BB) that enable the digitization of many government services across sectors, ministries, and departments.
GovStack provides a sandbox that allows its users to see the UX/UI guidelines and Building blocks in action.
A real-world example of service design and delivery roadmap is found in the framework put in place by the Government of Ukraine and presented below.
GovStack design principles guide our design and delivery work. They are based on the Principles for Digital Development and offer specific best practices to make our digital work better. As you engage in implementing a GovStack approach to citizen-centric digitization of government services you will see these principles embedded in our iteration processes, tools and methods. We invite you to embrace them and make this your way of work at your organization and digital team.
Sources: The Principles for Digital Development, Gov.uk design principles
Service Blueprints are a continuum of “to-be” journeys which are a series of diagrams that visualize the relationship between different components such as user action/goals, Building Blocks, and Data Input/output.
A service blueprint is a diagram that visualizes the relationships between different service components - people, properties (physical or digital evidence), and processes - that are directly tied to touchpoints in a specific customer journey.
Source: Nielsen Norman Group
Study the user journeys of the service
Chart all the steps covered in the user journeys on the Service Blueprint template.
For each step on the service blueprint:
Map the goals and actions performed by each service user, provider, and stakeholders
Data Input: Data required from the service users, providers, and stakeholders
Data output: Data presented to the service users, providers, and stakeholders at the completion of the step.
Identify and list the generic workflows that can facilitate the step
Based on the generic workflows and the GovStack technical specifications, list the potential set of Building Blocks that are required for the step.
Upon completion of the service blueprint, map the generic design patterns to the steps on the blueprint.
Who does what:
Service designer - Lead the co-design of the service blueprint
Product owners - Oversee the development of the service blueprint, provide input when required, and review the final blueprint.
Back-end developer - assists in the identification and mapping of generic workflows and Building Blocks
Completed Service Blueprint with:
Goals and actions of each service user, provider, and stakeholder for each step
Generic workflows and Building Blocks required to facilitate the service
Set of Design patterns required to develop the wireframes
The service is ready to be launched in a production environment once the functional prototype is tested and QA steps are followed. Migration process is dependent on the sandbox used to develop, test and iterate the service.
Release the newly digitized service on the country's production environment.
Plan and identify material to be added to the assisted digital strategy and implementation plan for training users and public servants in the use of service. Consider the example of
Prepare strategy and carry out awareness-building activities on the use of the digital service and its functionalities to enable users and public servants best utilize it. Following are examples of awareness-building activities:
Train public servants on the use of service and on regulations that frame the newly launched service.
Prepare a cutover plan that includes a minute-by-minute launch, stabilization, and monitoring plan. Consider the example of
Prepare service performance dashboard. Consider the example of .
Set up a robust support infrastructure to assist users and public servants adapt to the new service. For example, setting up user support hotlines, forums, newsletters, FAQ pages, and more.
Iterate and improve the service based on user feedback and . For example: Increase infrastructure if the service has a higher demand than expected, adjust infographics and information sheets to better clarify user questions, and guide them in using the service to its best potential.
Who does what:
- Lead the successful operation and continuous improvement of the service
/ Design lead – Incorporate user feedback where applicable
- develops communications strategy for the launch of the service
- Manage the launch and maintain the service
Cutover plan
Launch of functional service in the production environment
Awareness campaign
Service Dashboard
Understanding who we are solving a problem for is important for creating user-centric digital services. An 'As-Is' user journey can help identify touchpoints, inefficiencies, pain points, opportunities for improvement and can inform the design of a 'To-Be' user journey that represents the desired state of the user experience after changes have been made.
Abu Dhabi Digital Authority aligned its digitization strategy around 80 user journeys available through TAMM, a one-stop shop for all digital government services.
The 'To-Be' user journey is created in the context of a redesign or improvement of service. Its aim is to create a better user experience by identifying and implementing changes that will improve the user's journey and ultimately lead to greater satisfaction for its users. Redesign of the service can be based on the following simplification principles:
'Public Service Reengineering Methodology' from Moldova, the winner of WSIS Special Prize 2023 is a good example of service re-design guidelines used to train digital service teams across Moldova's Government entities.
Find below a translated version of the aforementioned methodology.
Ask the service owner if there have been any previous efforts in digitizing the service, and seek out any resulting reports, findings, or raw data.
Depending on the complexity of the service, you can request alignment from business leads on initial prioritization to focus on additional research activities.
Present research findings, service design process, user journeys, opportunities for improvement, current & future Building Blocks/DPGs, service architecture, user personas, and service digitization roadmap in a 'Service Design Proposal'. An example of EPR Service Design proposal can be found below:
Who does what:
Legal advisors – Clarify regulations that apply to the service
Service design Proposal:
Service owners and stakeholders
As-Is and To-be user journeys, in which are mapped:
Actions are taken by the user to obtain a service
Legal justification
Touchpoints
Pain points
Opportunity for improvement
Current and future stack
Simplification opportunities
– provide the service users' perspective when developing the service blueprint.
-assist in identifying the design patterns for each step in the service blueprint to later use in the development of wireframes.
Identify service owners, users, and stakeholders using the as well as the
Conduct user research using , , , with . (Source: 18F and TTS)
Use GovStack to map 'As-Is' and 'To-Be' user journeys. Example of 'Initial To-Be' and 'To-Be' user journeys for .
: Methods provide instructions on several different ways to tell users’ stories, including,,. (Source: 18F)
/ – Creates a research plan (What are the research objectives, what methods to use, and participants) and guides the creation of user journeys.
– Prepare & conduct user interviews, focus groups, facilitate user journey workshops
Opportunity for improvement: These are possible simplifications that can improve the user experience. Please refer to the .
Design with the user: User-centered design starts with getting to know the people you are designing for through conversation, observation, and co-creation.
Understand the existing ecosystem: Well-designed initiatives and digital tools consider the particular structures and needs that exist in each country, region, and community.
Design for scale: Achieving scale requires adoption beyond an initiative's pilot population and often necessitates securing funding or partners that take the initiative to new communities or regions.
Build for Sustainability: Building sustainable programs, platforms and digital tools is essential to maintain user and stakeholder support, as well as to maximize long-term impact.
Be Data Driven: When an initiative is data-driven, quality information is available to the right people when they need it, and they are using it to take action.
Use Open Standards, open Data, Open Source, and Open Innovation: An open approach to digital development can help to increase collaboration in the digital development community and avoid duplicating work that has already been done.
Reuse and Improve: Reusing and improving is about taking the work of the global development community further than any organization or program can do alone
Address Privacy and Security: Addressing privacy and security in digital development involves careful consideration of which data are collected and how data are acquired, used, stored and shared.
Be collaborative: Being collaborative means sharing information, insights, strategies and resources across projects, organizations and sectors, leading to increased efficiency and impact.
Iterate then Iterate again: The best way to build good digital government services is to start small and iterate wildly. Release minimum viable products early, test them with actual users, move from version to version adding features based on feedback. Iteration reduces risk.
Maintain trace: We should share what we’re doing whenever we can. With colleagues, with users, and with the world. Share code, share designs, share ideas, share intentions, share failures. The more eyes there are on a service, the better it gets, and the bar is raised.
Build Digital Services, not websites: A service is something that helps people to do something. Our job is to uncover user needs and build the service that meets those needs. Of course, much of that will be pages on the web, but we’re not here to build websites.
Design for everyone: Accessible design is good design. Services should be as inclusive, legible and readable as possible. Services should be built for needs and designed for the whole country, not just the ones who are used to using the web.
Do the hard work to make it simple: Making something look simple is easy. Making something simple to use is much harder. Don’t take “It’s always been that way” for an answer. It’s usually more and harder work to make things simple, but it’s the right thing to do.
GovExchange is a gateway to the world of digital solutions for e-government. No matter which sector or Sustainable Development Goal you are focused on, the Exchange can help you build better services for people and communities through:
Use cases: A library of use cases from health and agriculture to gender and education and see how they meet the needs of people and communities. Use cases describe the sequence of steps and interactions between users and systems that are required to provide a service to the public.
Building Blocks: Enterprise-ready, reusable software components that perform key functions. Each block listed on the Exchange documents the technical specifications required to implement use cases.
Products: The repository contains over 500 solutions already used to address real-world development problems. Access information on digital public goods, commercial software and apps, and digital public infrastructure.
The exchange provides a marketplace to connect organizations to opportunities through features such as the RFP (request for proposals) Opportunities Radar, a comprehensive digital product comparison tool, and online storefronts for vendors:
RFP Radar: Aggregates requests from organizations, allowing vendors to explore a wide range of opportunities in one convenient location. RFP Radar provides unprecedented visibility into the digital landscape and links vendors with opportunities that fit their expertise.
Storefronts: The online storefronts provide vendors with a dedicated marketing space to highlight their products and services. It enables them to engage with potential customers, establish credibility, and expand their reach.
Comparison tool for platforms/software/solutions: Allows organizations to make informed product decisions. This powerful product comparison tool enables the evaluation of multiple solutions side by side by Comparing their features, functionalities, and maturity scores to find the perfect match for requirements.
GovExchange is continuously updated with new use cases, specifications, and products.
Browse the library of use cases from multiple sectors ranging from agriculture to education on GovExchange. Identify use cases that are most relevant to your service and get inspired by their sequence of steps, generic workflows, and Building Blocks utilized.
Search the library of digital products/Digital Public Goods that meet the requirements of your use case/services.
Showcase your products on the storefront.
Publish/share tenders to:
Identify Digital Public Goods/Digital Products to integrate into the tech stack of your organization
implement services using the tech stack
Who does what:
Procurement Manager - Publish/share RFPs/ToRs to:
Identify Digital Public Goods/Digital Products to integrate into the tech stack of your organization
implement services using the tech stack
Product owners - Review and make decisions on vendors that match the requirements as mentioned in RFPs/ToRs
Vendors/implementors of digital products/Digital Public Goods can:
review RFQs/ToRs for projects that are relevant to your domain
showcase your products on the storefront
Service designer - Find the reference use cases that are most relevant to your service (ease your search by filtering the use cases based on the SDG they target and the sector they belong to) and refer to the steps, generic workflows, and Building Blocks involved in it
Digital teams using the exchange can refer:
Use cases
Building Block specifications
Products
RFPs
Make wireframes and/or voice command flow
Within this stage we create a testable design based on a thorough understadning of users’ expectations and ''to-be'' user journey. Sketching, wireframes and/or voice command flow will help you ensure your service reflects your users’ needs. It is a reprsentation of a realistic form and functional service.
Wireframes and/or voice command flow enable direct examination of a design concept’s viability with users. It is helpful for gaining feedback on users’ intentions and various design elements and observing users' interaction with the product.
The following are the wireframes developed for the Extended Producer Responsibility service in Rwan
Steering clear of font choices, color, or other elements that would distract both the researcher and the reviewer. Lightweight designs are conceptually easier to reconfigure. Use this opportunity to start listing what UX/UI patterns you will need.
Ask clarifying questions about why they do what they do. Let the user’s behavior guide the questions you ask. It can be helpful to have them narrate their thought process as they go along.
Iterate! Wireframes and/or voice command flow should be quick and painless to create, and even more quick and painless to discard.
Get service owner approval to proceed with the functional prototype
Who does what:
Create a preliminary version of the service using . A good wireframe and/or voice command flow requires:
Using build preliminary Lo-Fi that show structure, placement, and hierarchy for your service.
Reviewing according to the specific 'To-be' user journey to ensure users accomplish their goals and their needs are met.
Using the to get the team’s feedback on feasibility and structure.
Using as a way of safely trying out more radical ideas.
Refer to and prepared by GovStack.
Give the to the user (Citizen/public servant/business) and public official user to observe their interactions without instruction. Ask users to perform a specific task.
/ Design lead – Lead the activities within the 'Activities' Tab.
– Prepare & apply user interviews, and facilitate wireframe validation workshops with focus groups.
– Clarify regulations that apply to the service.
- Prepare the wireframes and iterate them as per user feedback.
- Participate in the iteration session with users to see the reaction to the wireframes.
Apply the country's . These include standards for:
