There are benefits for users and creators when we continuously improve.
- Get what they need as the service responds to their changing needs
- Make sure the service is achieving its intended purpose and meeting changing user needs
- Reduce risk by starting small, identifying what’s working and what’s not, and iteratively improving to add value
- Find better ways of doing things
- Identify and act on opportunities
To continuously improve, we need to:
Start small and iterate by:
- breaking the project into chunks to reduce risk
- creating prototypes, running pilots and scaling-up when it makes sense
It’s ok to pivot or scrap ideas if they’re not working. This helps us:
- create a service that meets user needs
- learn from failures
Test, test, test
Continue to test the service with a diverse range of users. Iterate based on their feedback, then test again.
Check that the service is achieving its purpose and meeting user needs by:
- setting baseline and performance metrics
- using qualitative and quantitative data
Monitor for changes
Look for anything that may impact the service such as policy, law and technology changes. Respond accordingly.
Build in sustainability
Make sure we’ve got the right capabilities, budget and technical flexibility to continuously improve the service.
Feedback Assist widget for customer facing websites
Identify what to improve from the feedback
Agile project management guidance
Learn about the Agile approach to test and improve the solution
User needs and research guidance
Understand the types of user research activities to use to check we’re meeting user needs
Collect data and measure performance guidance
Understand how to use data to make evidence-based decisions
Learn about using data and embedding continuous improvement practices. This framework is intended for human services, but the concepts it covers can be applied more broadly.
Access and contribute datasets that others can use to inform their work
Access department specific data sets (e.g. Health, Education and Transport) to inform the work
Learn about prototyping and why it's useful
Understand what testing a service involves