Sector
Transport
A wheelchair user has booked help at both ends of a rail journey.
1briefing
The same failures, wherever you look
Different sector. The same failures.
Nine patterns, traced across fifteen sectors and 57 essays.
Read
Start with the evidence.
Use
How to Co-create Experiences of Efficiency and EquityFor when a service gets faster for the people who already found it easy, and nobody asks who got left behind.
How to Design Digital Humans with IntentionFor when the voice on the other end of a public service turns out not to be a person, and no one thought to say so.
How to Address the Ghost in the MachineFor when a system has acted and nobody in the room can say who decided.
Something to do about it.
How to Co-create Experiences of Efficiency and EquityFor when a service gets faster for the people who already found it easy, and nobody asks who got left behind.How to Design Digital Humans with IntentionFor when the voice on the other end of a public service turns out not to be a person, and no one thought to say so.How to Address the Ghost in the MachineFor when a system has acted and nobody in the room can say who decided.
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