Ep18. How UX drives digital transformation at the IPO with Gill Richardson

Summary

In this episode of the Web Usability podcast, Lucy Collins speaks with Gill Richardson, Head of Customer Research at the Intellectual Property Office (IPO). They discuss the IPO's ambitious One IPO Transformation Program, which aims to modernise digital services and enhance user experience. Gill shares her journey in user research, the importance of embedding user-centered design in organisational culture, and the challenges faced in ensuring accessibility. The conversation highlights the critical role of user research in driving effective transformation and the commitment to continuous improvement in meeting user needs.

Takeaways

• User research is essential for user-centered design.
• Embedding user research in organisational culture is crucial.
• The One IPO Transformation Program aims to modernise services.
• Accessibility should be integrated into user research.
• Collaboration across teams enhances research effectiveness.
• User needs must be prioritized in service design.
• Continuous improvement is key to meeting user expectations.
• Risk-taking can lead to innovative solutions.
• User research methodologies must adapt to changing contexts.
• Engaging diverse user groups is vital for comprehensive insights.

Titles

• Transforming User Experience at the IPO
• The Power of User Research in Digital Transformation
• Embedding User-Centric Design in Government Services

Sound Bites

• "We are right on the coattails of that glory."
• "User research is a team sport."
• "It's not always smiles and roses."
• "We strive for every round of research."
• "Don't put a time limit on it."
• "Don't be afraid to take risks."
• "It's a long old slog."

Chapters

00:00 Introduction to Web Usability Podcast

01:09 Meet Gill Richardson: A Journey in User Research

06:47 The Role of User Research in Transformation

13:08 Embedding User Research in Organizational Culture

19:09 The One IPO Transformation Program

25:09 User Research Methodologies and Challenges

30:51 Accessibility in User Research

34:11 Advice for Organizations Undergoing Transformation

Find out more here...

Transformation Prospectus: One IPO Transformation Prospectus - GOV.UK

Sign up page for the IPO Panel: User research at the UK Intellectual Property Office - GOV.UK

Our UR blog: User research – Intellectual Property Office blog