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Doing Service Design at the National Lottery Heritage Fund

Documenting our successes and failures as we try to serve people better

Jamie Gibson in Doing Service Design at the National Lottery Heritage Fund

A picture of our work setup. There is a table with 3 laptops on it; 2 people are sat around the table working on their laptops. On the wall there is a tv screen, which is presenting images from one of the laptops.

14 to 27 June 2022: What we learned about running away days for a disperse team.

Jack Slater in Doing Service Design at the National Lottery Heritage Fund

A before and after screenshot visualising the improvements the UCD have made to the Approved Purposes section in the completion report journey

3 May 2022 to 16 May 2022 weeknotes: Research into 40% advance payments, design of completion report journey and…

Jamie Gibson in Doing Service Design at the National Lottery Heritage Fund

A before and after showing how the digital outputs question used to be asked as Material from our project is available online and how it’s asked in the new design. The new design breaks the question into 2 steps — step 1 asks if they have created digital outputs and if they say yes, they go to step 2. Step 2 gives an input box asking for a brief description of the digital outputs and website links.

19 April 2022 to 3 May 2022 Weeknotes: Arrears payments build, designs take shape and research goes ahead

Emily Fuller in Doing Service Design at the National Lottery Heritage Fund

5 April 2022 to 19 April 2022: Support triage and progress update build

Jack Slater in Doing Service Design at the National Lottery Heritage Fund

One of the most commonly used components used within Salesforce

23 February to 8 March 2020 Weeknotes: Salesforce, support and completion reports

Completion reports

Abbie Foxton in Doing Service Design at the National Lottery Heritage Fund

8 February 2022 to 22 February 2022 weeknotes: improving Welsh in the service and preparing for arrears payments and…

Rosa Fernandez Cerdan | Rosikaa in Doing Service Design at the National Lottery Heritage Fund

11 to 24 January: redesigning our beta service based on users feedback

Kerry Lyons in Doing Service Design at the National Lottery Heritage Fund

Sketches of 3 ideas of how staff might see the payment request and progress report in Salesforce

17 to 29 November: Design and prototyping for progress report and payment request functionality

Rosa Fernandez Cerdan | Rosikaa in Doing Service Design at the National Lottery Heritage Fund

2 to 16 November: legal agreement goes live

The ambitious achievement of this sprint has been going live with the legal…

Rosa Fernandez Cerdan | Rosikaa in Doing Service Design at the National Lottery Heritage Fund

Daily workout to strengthen Service Design practice in government

Doing Service Design at the National Lottery Heritage Fund

Documenting our progress as we try to understand and serve people better

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