Over the years I’ve worked with digital services in different spaces, from sports performance to house buying to students on campus and training in the workplace. And there’s this one picture that resurfaces in service after service. I need to get it out of my head and into the world, where I hope others will help me develop it further.
It’s a picture of a pattern that goes something like this:
Seeing over the next hill
We meet much of the most valuable service when facing a change or challenge for the first time. But unless we know what to expect, it’s hard for us to make decisions in our best interests, or to trust others seeking to support us.
Sometimes the change is related to a life-stage – choosing a school or college, having a baby, retiring from work. Sometimes it’s simply something we may only do a few times in a lifetime – buying a car or home, opening a bank account or reporting a crime.
On one side, the person at the centre of these events has lots to think about, many (possibly conflicting) choices, short and long-term implications to consider.
On the other, the people delivering service are likely to see and do the same things time and time again. Their experience is valuable, but can easily give rise to jargon and preconceptions that obstruct communication and empathy with first-time users. Often the first step to improving service is to recognise and reduce this asymmetry of understanding.
Deliver service so that people can always see over the next hill, so they know what to expect, what good looks like, and who they can trust to help them along the journey. Specifically:
- Cultivate empathy among people who deliver and design service day in day out. Find ways for them to see the service through the fresh eyes of a first-time user as frequently as possible.
- Put first-time user personas at the centre of your work. Ask yourself what will shape their expectations and how might those differ from the way insiders perceive the service?
- Test your service with people who have never seen it before. Over and over again. They can’t unsee what they’ve seen so it has to be new participants every time.
- Follow up with service users before, during and after their experiences. See how their needs, wants and behaviours change as they go through their journey.
- Record real-life experiences to share with future users. It’s much more compelling to hear from someone like you who has been there before.
As with all the reckons I post to this blog, I’d love to know what you think. Have you seen this pattern too? Who handles it well? What else could we do with it? Or am I making a mountain out of a molehill?