I’m building a digital product/service and I want to make sure I’m doing it right
If you’re already building a digital product or service, you’re probably already thinking about some of the areas these principles cover.
You can use our checklist to map where you are right now and where the gaps are in your work.
It’s hard to do everything, so don’t get overwhelmed if you’re missing areas. Just prioritise the work that needs to be done depending on where you are in the process. For example, if you’re at the start of the process, it’s not good spending all your time building partnerships if you don’t even know what you’re going to build.
Your checklist
Start with user needs, and keep them involved
I have researched directly with my user group to understand their needs from their perspective. This means understanding their behaviours, attitudes and needs. For example, I’ve conducted semi-structured interviews with users or undertaken or contextual research
I have a plan to continue to engage with my intended service users over time, such as conducting usability studies
Things you might have:
User needs based on user research
Personas
Jobs to be done
A research plan for ongoing usability testing
Tools you can use:
User needs – the Government Digital Service has great guidance on identifying and writing up user needs
Personas – there’s lot of guidance on the web, this is a helpful overview on Personas
Jobs-to-be-done – this Harvard Business Review article a is useful introductory article, more practitioner-focused information can be found on these dedicated sites jtbd.info and jobstobedone.org
Usability testing – Nielsen Norman group have many good resources like this introduction, Steve Krugg has published two very helpful introductory books
Contextual inquiry, or shadowing – there’s a good introduction here
Form software such as Typeform or Google Forms can be helpful for signing up users for research and gathering short bits of information
I have looked both inside and outside of my sector, in the UK and abroad, to identify services that offer something similar to what I’m trying to do and achieve a similar social outcomes
I have looked both inside and outside of my sector, in the UK and abroad, to identify services that are using a similar process or technology
Things you might have:
Market scan, competitor analysis or map of other services out there already doing something similar
A business canvas showing how your product or service differs from what’s out there
Tools you can use:
Alidade can help you create a plan for finding technology tools that suit your social change project
Charity Catalogue helps nonprofits easily and quickly discover the best online tools and resources
Nesta’s DIY Toolkit has been designed for development practitioners to invent, adopt or adapt ideas that can deliver better results
I and my team are accepting that my first plan will almost certainly not be the right one. The expectation that the nature of the service will shift over time has been communicated to senior sponsors
I have identified my key assumptions and have a plan to test them, for example through a MVP (Minimum Viable Product) or RAT (Riskiest Assumption Test)
I know about, and am using techniques like agile or kanban to manage the development of the product or service
Things you might have:
A good system for tracking your development process, e.g. a Trello Kanban board
Scheduled processes in the team’s diary, such as sprint planning meetings and sprint retrospectives
A way to track your assumptions, such as a Knowledge Kanban
Tools you can use:
Lean Startup and Agile processes to ensure they’re following a user-centred, iterative approach
I mapped out where users will come to my product from, why they will come, and what they will get from interacting with my product
I have mapped out their journey through my service
I have thought about where they are going after they have finished with my product, and what I need to give them to so that their next step is as easy as possible
Things you might have:
A competed flow of where the user is coming from, what steps they undertake while involved in your service, and where the go immediately afterwards
Tools you can use:
Service Blueprints to map out both user, frontline and back office functions in a service
User flows to understand steps through a specific service
User journey maps to understand a user’s journey through a service, including things like their emotional state
Google Analytics to track how users interact with the online components of your service, and where the drop-off points are
I have mapped out the likely ongoing cost of the service depending on its growth. That includes future technical development, marketing and staff support costs
I have considered the lifecycle of the service, and when the service might need to change, or be retired. For example by considering it against the GDS stages of an agile project
Things you might have:
An Agile roadmap and a rough budget based on required people and resource
An ethical revenue generation model, so you have the money to evolve the product
Tools you can use:
Agile roadmap. There’s some guidance here and here
Market research document, if you’re using an off-the-shelf tool, check to see if they offer a charity discount. Some of these are listed on the tt-exchange
I have shared my work, either with other organisations working in a similar area to get their feedback, or through open platforms like blogs or using Creative Commons licenses
I have explored open source technologies I could build on
I have considered if and how our technical assets could be open sourced
I have explored whether we could open our data for others to benefit from
Things you might have:
Blogs sharing your work and process
A list of other organisations working in a similar space
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