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7. Design for greener user journeys across all channels

Service journeys should be designed so users can complete their goals while using as few resources as possible. This approach should cover the ‘end-to-end’ journey, including offline channels. It should also consider how both end users and staff interact with the service.

Likley lead roles

Service designer, interaction designer, content designer, developer

Actions

7a. Design well paced and successful user journeys
7b. Design lightweight digital pages
7c. Take a lean approach to notifications and documents
7d. Consider the need for any travel, printing and postage

Environmental benefits

Efficiency

Further reading

Good Services have developed a set of15 Principles of Good Service Design