3 Service design good practice guidelines

This section serves as a checklist for assessing quality of a service by following the points in this guide

3.1 User-centred design

Continuously improve services to meet the needs of users.

• Understand user needs

• Test with real users

• Iterate based on feedback

3.2 Accessibility and inclusion

Build services that are usable and equitable for all.

• Test for accessibility

• Test your service with diverse users

• Involve users in the design

3.3 Consistency

Create user-friendly services that build trust.

• Use simple language

• Reuse existing styles and patterns

• Provide a joined-up experience

• Share design decisions

3.4 Technology choices

Making decisions based on needs.

• Balance security and usability
• Optimise performance and connectivity
• Design cross-platform