Learnings for manuals and digital playbooks

On the release of the US Digital Services Playbook some reflections testing the UK Government Service Manual.

Both guides aim to change the way digital services are made and delivered to their users, but what have we learnt from our research?

As a part of a small team at GDS we have been testing the Service Manual with its users. I have observed about 7 sessions with about 24 users across different disciplines and departments (and this is by no means the end of the journey). We have made usability findings on how things could be better, but the question around what people need and how to deliver that is what interests me the most.

Reflections on the GOV.UK Service Manual

1. Long format is a barrier

People want to know ‘what’ to do and ‘how’. The service manual now contains many long 'thought pieces' designed more as a call to arms to get talented people through the door and inspire others. The long length (1000 words in some cases) “ feels disconnected from reality” of what our delivery teams in government are trying to do.

2. Ease of use

People need easy-to-access content that is actionable, up-to-date and written for their needs. They need to know clearly what those actions mean, what is ‘mandatory, what is ‘optional’ and what is up for discussion.

3. Maintaining is necessary

No question, a 'manual', 'playbook' or any 'guide' is a great way of sharing good practice and much easier to upkeep than trying to talk to everyone in person. The challenge is to make a format that is a living thing, capable of keeping up with its users and adapting of time. It needs to provide up-to-date advice across a (potentially) very large organisation, for all the disciplines that need it (developers, designers, researchers, service managers and more.) This is no easy feat.

4. Feedback loops

The real icing on the cake is making sure the content and feedback loops are influenced by the people doing the work and in the way they work – iteratively. Any guide document that does not risks being out of date from its outset.

—-

A considerable challenge for any organisation - government or otherwise with this in mind I am keen to see how the ‘Digital Services Playbook’ develops.