Martin Glancy

@cathy_dutton Focusing on user needs may be a flawed approach but it helps us avoid designing a service for government staff needs only. I struggled with services that ended up regulating the 'good guys' and wondered if a different policy approach would be more effective than a better form.

Public sector design — time for a reset - Richard Pope “User needs, as a guiding principle was, it turned out, poorly suited to situations where the needs of government and the public were at odds” richardpope.org/blog/2024/07/0…

I got the date wrong. It’s 27th June 24

@timpaul And across GOV we now have loads of training data about good questions and help/error text. And content designers could help build a library of question patterns.

@timpaul Even if this is not perfect, it might be a useful tool for GOV Forms, to speed up authoring to 'digitise' low volume paper and PDF forms . It would be even better if it had a forms protocol step where the author was challenged about the need for each question.

New #nationwide logo seems quite similar to the existing #NatWest logo. Just saying. Could be tricky if used on small app icons.

Very helpful article on WCAG 2.2 from Craig Abbott. It also highlights where proper use of the GOV Design System should help meet some of the new criteria.

@cathy_dutton All the best in your new adventure at DfE.

2 weeks short of 7 years, today is my last day at Defra. And it has been emotional! 😢

@cjforms The NHS App is displaying test results from my surgery. I don't think the surgery knows that - I only found it accidentally.

In today's 'digitally transformed' NHS, this is the straightforward electronically-enabled process for getting my blood test results from my GP to my haematologist. It's a thread. 0 of n, n=15.

@bristolballoon it would be useful to many people if you could post updates here about whether ascents are happening. Even better if you could include the day and time. Thanks.

@AskNationwide Thanks Craig. I don't think you understand. The line connects to the emergency team. You don't need any more information from me. Try the number for yourself. The voice recognition is poor.

@mglancy @mglancy Hi Martin. The emergency number would be 01413 49 02 88 (Abroad: +44 1413 49 02 88), as it's already the emergency line, when asked what your query is about, we'd just need a rough explanation of the emergency. This is so the correct team can help resolve this. Craig

@AskNationwide Flexplus travel emergency phone line - some urgent improvement needed. 1. The phone line uses an automated voice system ("say what you need, for example a quote ..."). It doesn't reliably recognise the word 'emergency' Please put callers straight through.

4. When I got through, the person who replied was very helpful. You have good people but the phone service does not match. My need was not great but some callers will be in great need and these issues could prevent them from accessing your services.

2. The only number available is a UK landline that doesn't work with WhatsApp. Given that callers will mostly be abroad, calling a UK number is tricky and/or expensive. Please add some way to contact that is not just a UK landline.

3. The wait time was quite long for an emergency line. Please try to respond within, say, 2 mins and tell callers the expected wait time.

@timpaul Don't miss the overriding pattern 'Exit a page quickly' design-system.service.gov.uk/patterns/exit-…. The button on its own could be harmful without the information that the parent pattern gives. The button page could give the parent more prominence.

@A11yLondon What?! Contrast's almost gone!

Wrong answers only. What does WCAG stand for?

📣 Work news: I’ll soon be available for new work! Get in touch if you think I could help you. (Would appreciate a retweet!)

@rachelcoldicutt @CitizensAdvice I feel that some of the WAI cognitive accessibility guidance might be useful - for example w3.org/WAI/WCAG2/supp…

@andrew_hick 18? They wrote to 18 in a year! How many public sector sites did not meet the requirements?

@matthewsymonds Hey Matthew. Hope you are OK.