ABSTRACT
Under the Blair and Brown governments, design tools were applied to support the implementation of UK public policy: both to communicate new direction and a new relationship between government and citizen, and to bring the experience of using public services up to par with private sector services. This was most tangibly seen in the design of the spaces and ways in which public services were delivered. The future of education was illustrated through Building Schools for the Future. The barriers between client and advisor were broken down in the design of the new Job Centre Plus spaces. Self Assessment Online and the DWP’s TellUsOnce project streamlined the user experience of bureaucratic systems.
