In 2014 I spent 9 months helping the UK driver’s and vehicles licensing authority in a major restructure to focus their organization around services.
The result was a prioritized roadmap of services, a new service-based operating structure and a user-centred design recruitment plan. All of which were implemented in the following year.
DVLA now have a team of 15 designers, user researchers and content designers, and have service designers in management roles working across collections of services based around user needs.
This was the first transformation of it’s kind in the UK government.
Amy Whitney, Dai Vaughn and Sally Meecham