Ensure that the design of digital solutions takes into account everybody they impact on
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Rationale
City organisations have a duty to discover and consider everyone’s needs when they’re designing and delivering digital solutions.
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Apply co-production techniques, work alongside user groups and conduct rigorous user research. Make user feedback a routine.
Make use of service design techniques to understand problems that span care settings (user journey maps, service blueprinting, etc.). Learn from and apply best practice.
Embed digital inclusion and accessibility in all new initiatives.
Discover and resolve pain points beyond your organisation.
Apply the three concepts of use: ‘Useful’, ‘Usable’ and ‘Used’.
City Application
These approaches need to be coordinated within the current commissioning landscape. An outline process for this coordination is shown below:
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