How we do interaction design at Scrumconnect

How we do interaction design at Scrumconnect

Interaction design (IxD) is a key aspect of our work. We use design to create tangible solutions that help our clients envision how users can achieve their goals in an accessible and efficient manner. We are proud to be working on some of the most complex challenges across UK public sector.

Our designers act as creative problem solvers who focus on solving the right problem and solving it correctly.

Problems are harder to identify than solve, so we approach assumptions and feedback carefully.

To ensure the user gets the best possible user experience, we consider every little detail that impacts the interaction, while not forgetting about the wider impact and how it fits into the bigger picture.

We believe interaction design is critical for user experience

  • It defines how users can interact with the interface
  • It helps users intuitively interact with the interface
  • Avoid user errors and help recover easily
Experience is critical, for it determines how fondly people remember their interactions.
- Don Norman in The Design of Everyday Things.

Our approach to design

We approach design challenges from a human-centric perspective. We use prototyping and user testing to iterate concepts. Our experts design tools and focus on human behaviours, inclusivity and accessibility throughout the design process. We follow these steps:

  • Empathise: We conduct research to develop a deep understanding of the domain and the users.
  • Analyse and define: We combine our research findings and observe areas of opportunity and friction to clearly define the problem.
  • Ideate: We identify the right service experiences and generate a range of ideas.
  • Prototype: We build tangible representations of the ideas to test and validate them.
  • Test and learn: We return to the users for feedback and use it to iterate and improve the design.

By following this process, we ensure that the final solution is user-centered and meets the needs of the users and the business. We always strive to design products and services that are inclusive, accessible and will have a positive impact on the end-users.

Design is a fluid activity, and you must mentally prepare yourself to adapt to changes — internal, external, known and unknown. No matter what artefact we produce, iteration is a crucial part of our work, and we believe we will rarely ever create a “final” deliverable in the first attempt.

We also understand that there are different needs for different stakeholders in terms of deliverables. For example, internal managers and stakeholders may need different level of visualisation and rationale, comparing to developers. Our interaction designers use their expertise to create artefacts that work for the team. They help create deliverables for the right audience that communicate the UX values, show progress and actionable solutions.

Additionally, interaction designers works alongside other specialist practices such as user research, service design and content design, all led by a strong leadership team and head of practice. We work in multidisciplinary teams, where technology, delivery, and data all play an equal role in achieving our goal of delivering better outcomes for people. Interaction design connects all aspects of the team, translating user needs into design solutions, building prototypes using real data, and bridging the gap between experiment and product to ensure successful delivery and the intended impact.

Scrumconnect UX designers, user researchers, content designers and service designers in action with DWP colleagues

Ensuring robust, user-needs driven product development

In conclusion, replace assumptions with data-driven facts to ensure that both users' needs and business demands are being met. Our agile and iterative design process involves stakeholders in every step of the way, focusing on cost-effective outcomes and proving value early and often.

Lean, Agile, Iterative and user centred 

What we are working on 

We are currently working on a variety of projects that involve good user research, content design and interaction design and are making an impact. Some examples include:

  • Designed user experience for shared channels services accessed through DWP by more than 40m UK citizens
  • Helping improve agent-facing systems and services at DWP 
  • Creating semi-automation of claims processing in DWP's Pension Credit service
  • Designing new inbound call service in DWP's Pension Credit service
  • Digitisation of the criminal justice system at MInistry of Justice
  • Enabling HM Passport Office to upload (from government organisations) and extract data types