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1st Review Meeting on the Revision of Service Design Related Guidelines

Overview

  • Date and time: Tuesday, November 26, 2024 (2024) from 10:00 to 12:00
  • Location: Online Meeting
  • Agenda:
    1. Explanation of the purpose of the meeting
    2. Collecting opinions on the guideline revision policy
    3. Summary of results

Material

References

  • Reference material: "Outline of the revision of the Service Design Guidelines and the status of efforts" * For members only

List of Attendees

Members (in the order of 50 syllables / honorifics omitted)

Fumiya Akasaka (Senior Researcher, Human Augmentation Research Center, National Institute of Advanced Industrial Science
ANDO Masaya (Professor, Department of Intelligent Media Engineering, School of Advanced Engineering, Chiba Institute of Technology / Department of Intelligent Media Engineering, Graduate School of Advanced Engineering
Yoshihiro Ito (Chairman, Information Gapbuster)
Tetsuya Uda (Director, FUJITSU LIMITED Design Center)
Mikie Oi (Integrated Design Laboratory, Mitsubishi Electric Corporation)
Mayumi Saotome (UX / HCD Promotion Group, Quality Management Department, Sony Group)
TANAKA Tomiko (Head of ExperienceDesign, Innovation Center (KOEL), NTT Communications Corporation)
Atsushi HASEGAWA (Professor, Faculty of Design and Design, Musashino Art University, President of OUTLET Co., Ltd.)
Naoki Hirasawa (Professor, Department of Social Informatics, Otaru University of Commerce)
Shinichi Fukuzumi (Deputy Team Leader, Center for Integrative Research of Innovative Intelligence, RIKEN)
Rei Yamamoto (Free Inc.)

Digital Agency (secretariat)

Technical Review Meeting Service Design Task Force

Summary of proceedings

Summary of major opinions from members

1. Explanation of the purpose of the meeting (Q & A)

  • In principle, services other than digital services are also included in service design. In this project, however, is digital services the scope or does it refer to service design in general, including non-digital services?
    • (Answer: Digital Agency) It is necessary to examine the construction of administrative services by hybrid of digital and non-digital. We will proceed while discussing it in this review meeting.
  • What kind of people are expected to read the guidelines, such as those who can understand them as a whole or those who are related to procurement? Also, do they touch on the organizational structure, such as qualifications for human-centered design (hereinafter referred to as HCD)?
    • (Response: Digital Agency) The guidebook to be discussed in the second round should be understandable to the person in charge of procurement and vendors, and convey the ideal form of procurement. On the other hand, the degree of abstraction is high for planning and examination, and the content is about guidance and narrowing down of issues that deviate from the specifications, and the readers are divided into two.
    • (Response: Digital Agency) Although it is ideal to secure people with HCD professional qualifications, it is necessary to consider the risk that procurement will not be possible due to a shortage in the public domain. Since vendors are also participating in this review meeting, we would like to create a highly effective guideline based on the opinions of each party.

2. Collection of opinions on the guideline revision policy, 3. Collection of opinions on each group's opinions

Elements that should be included in the guidelines
  • Design drawings and codes will remain, but it is important to clearly retain the design intent for what purpose the service was created, and the guidelines should touch on how it works.
  • In digital services, it is important to make improvements after release. It is important to improve by looking at data while connecting with users digitally, and how to absorb usability problems and make use of them next time. In public services, it is necessary to have an operational mechanism to continuously provide them.
  • For the realization of the digital society where no one left behind, it is necessary to touch on the cost of actually making it. The guidelines will not be used unless the cost of using the guidelines and the corresponding merits are shown including specific examples. In addition, it is important to provide enlightenment education to promote understanding among project managers and people on the ground.
  • Since evaluation methods also exist in research, it is desirable to have evaluation guidelines that enable evaluation of reasonable results based on hypotheses. Since evaluation is based on hypotheses, it is not necessary to have a single guideline, but care must be taken not to make it a formal evaluation.
  • The guidelines should include specific mechanisms for acceptance inspections, overall evaluation and acceptance inspections, and individual demonstrations, and it should be clear whether these are the responsibility of the ministry or the vendor.
  • "Who are the users?" should be defined in the guidelines. There are cases where the content determined in the requirements definition becomes the premise and the actual user information is not reflected, and this awareness needs to be changed.
    • We believe that user research and usability testing are important because we often don't understand users even though we think we do.
  • It should include not only the tools of design, but also the toolset, the management approach, the mindset, the common language, the process, and the six principles of service design (human-centered, collaborative, iterative, continuous in interaction, realistic, and with a holistic perspective). We want to include not only the use of tools, but also the attitude toward design.
  • When prototyping and iterating, you need support for taking on challenges without fear of failure. It's important to make them understand that learning from failure is important.
  • Dark patterns are a frequent issue in design in the digital field. Dark patterns can also occur unintentionally in the administrative field, so it is necessary to include a point to prevent dark patterns in the guidelines.
  • Since the current process model may need to be changed by the vendor, guidelines for the process model change are necessary to determine the extent to which the Cabinet Office and ministries and agencies require the service.
  • The enhancement of information accessibility includes universal design that is easy to use for all users, support for multi-layered information provision and transmission methods such as voice, video, text, sign language, and Braille, design of two way communication (for example, support for real-time chat and voice input, form for receiving feedback, and simple UI design), customizability according to the situation of use, and real-time support for information in emergencies, etc.
  • It is necessary to ensure the participation of the parties concerned. Examples include the institutionalization of the participation process at each stage from planning to evaluation, accessibility tests that reproduce the actual environment, and the utilization of user feedback.
    • Planning stage: Clarification of user needs and initial dialogue with the parties concerned.
    • Design phase: Collecting feedback on UI/UX prototypes.
    • Implementation phase: Accessibility tests are conducted to detect and eliminate barriers.
    • Evaluation phase: After the service is provided, continue to improve it by utilizing user feedback.
  • As a clear policy for reasonable consideration, it is necessary to respond to various user needs such as the provision of real-time subtitles, sign language interpretation, text size adjustment, voice reading, etc., and to have a transparent process for requesting consideration.
  • The promotion of proactive environmental development includes the removal of predictable barriers in advance and the design of an environment that can be used comfortably by all users before reasonable consideration becomes necessary. For example, standard accessibility measures for digital devices and services (e.g., WCAG compliance), the adoption of universal design in facilities and online platforms, the development of Wi-Fi environments in public facilities, the use of friendly Japanese, and the design of UI / UX optimized for devices.
  • The enhancement of education and training includes digital literacy education for users and education programs for service providers and designers.
Factors that should be taken into account in the guidelines
  • If the service dominant logic is to be implemented, administrative officers will be required to change their attitude. Therefore, it is necessary to consider whether to include it in the Guidelines.
  • Processes such as Double Diamond are not recognized as iterative because they are regarded as sequential. Even within a single Double Diamond process, it is necessary to operate flexibly, such as prototyping the part that is not understood first.
  • There is an argument that design is most effective when a social problem becomes a thorny problem with no answer. It is possible to tell people, especially administrative officers and bureaucrats, that design is an effective means to deal with thorny problems. Similarly, abduction, the idea of gaining new insights from trying to make, is also important.
  • As a measure to reduce the cost burden associated with consideration and development, the effectiveness can be ensured by advancing the large-scale environmental development step by step rather than implementing it all at once. For example, there are the following steps.
    • Early Stage: Implementing Standard Accessibility Measures
    • Next Step: Strengthening Response to Reasonable Accommodation
    • Final stage: Flexible response based on individual requests
  • As fairness to all users, we will build a mechanism that is accessible to all users widely, rather than benefiting only some users. By integrating accessibility standards into the overall design, we will provide an environment that is accessible to everyone.
  • In order to establish the two way communication of information, it is important not only to provide information but also to enhance the system to receive opinions and feedback from users. For example, it is important to expand the feedback window and real-time response, and to disclose the transparency of collected opinions and the reflection results.
  • In order to ensure the diversity of stakeholder participation, design a participation process that is aware of a wide range of attributes so that participating users are not biased toward specific attributes such as the visually impaired and the elderly. In addition, clearly state the following considerations to promote stakeholder participation: reasonable consideration when participating (for example, sign language interpretation, transportation support, provision of online participation options), and ensuring psychological safety so that participants can easily speak up.
  • Responses to disasters and illegal cases include information accessibility during emergencies, measures against communication and infrastructure failures, and measures against unauthorized use and security risks.
Cases where the guidelines were utilized and cases where they were not
  • Guidelines are not read when the amount is large. Various departments formulate different guidelines, and just reading the guidelines eliminates time for design. It would be good to take a method in which the basic framework of the guidelines is separated from the supplementary part, and the supplementary part can be supplemented by chat AI, etc. and updated later.
  • Guidelines tend to be fragmented and concepts may be lost. Design principles should be established upstream so that value judgments can be made based on them. It is important to control fluid issues, and it is necessary to consider how much detail should be provided and how factors should be incorporated.
  • Inspection sheets and utilization sheets can be useful in promoting the use of guidelines, but support tools are difficult in that they are not always effective because they sometimes only fill in the form as a formality.
  • Guidelines and checklists need to be broken down to the point where they are actually used. It doesn't work if you just have the documentation and figure out how to do it yourself.
  • By reworking the information and making it into modules and templates, the interface has been softened and made easier to use. If too much documentation is made, how to use it becomes a problem, so it is necessary to consider how far to make it and where to cover by operation.
  • We provide a intra site of the basics of user surveys so that designers can proceed with surveys efficiently. When making hypotheses from surveys or verifying them, we separate them by problems and make it easy to read what you want to know.
  • Even if guidelines are created systematically, readers may refer to only the information they want at random. It is important to incorporate explanations using excerpts and illustrations so that readers can get to the information they want from anywhere.
  • Administrative services need to use correct words based on the law, but it is not familiar to the general public, so support such as glossary is necessary to help understanding.
  • The writing style should be adapted to the reader's literacy, but it is a difficult question whether to adapt to high - or low-literacy people. It is good to be able to interpret flexibly in the supplementary part.
  • Many of the administrative agencies that use the guidelines are often unfamiliar with digital technology, human-centered design, and design thinking. It is important to have prerequisite knowledge, and it is necessary to be able to unlearn and reskilling as necessary.
  • Efforts to deepen understanding of the Guidelines included case studies, reference materials, statistical data on the effects of introducing the Guidelines, storyboards with illustrations, e-learning with audio, explanations of the use of the Guidelines by concerned parties, introduction and demonstration of tools that can simulate the appearance of the Guidelines by concerned parties, background explanations of the Guidelines, raising awareness of issues through user experience, and two way communication to receive questions and feedback and eliminate doubts.
  • It is also important to form a community so that people will know that there is a good system and use it. It is better not only to do it in a centralized way, but also to do it in a way that works well with a decentralized system.
  • Guidelines are more acceptable when combined with standardization and certification systems, and expert support mechanisms are necessary for their correct use.
  • I feel that it is efficient to deepen the understanding of service design through experiences such as design schools. I think that the understanding of service design is deepened by conducting a design sprint and explaining the experience as a theory.
Other
  • It is necessary to sort out how to understand the "digital society where no one left behind" that the guidelines aim for as an idea and how to realize it realistically.
  • Whether or not non-digital services are included in service design depends on what is assumed. For example, in accessibility, the accessibility of hardware is not only for the disabled, but also a broader concept of enabling use from various use environments, so there is a structural correspondence between the hardware side and the content side.
  • Service design guidelines are an abstract layer and need to be provided separately from concrete web and UI guidelines. It is important to have both principled guidelines and concrete practical guidelines.
  • Regarding the planning of service design, it is better to include the viewpoint of DX based on the review of the basic process of administrative service.
  • In service design, not only the goal of not leaving anyone behind, but also the design attitude required of the government as a whole is important. However, if you try to do everything at once, there is too much information. You need to look at the entire design and have a strategy of which elements to come out at which timing. Therefore, it is necessary to consider how to come out the design.
  • With regard to the "realization of digital society where no one left behind," it is necessary to have basic policies such as what these guidelines aim for, where Japanese digital administration is heading, whether to support non-digital based on digital, and whether to add digital elements based on non-digital.

Greater than or