Design, test and build

In this phase, you will take your ideas and concepts and start to turn them into a working service that you can release. You will test prototypes of your designs with users and iterate as you develop your service. This may include testing with a closed group to decide whether there's value in taking the service further.

You will then be prepared to go live with the service through a public launch. You should complete usability testing of the service before you launch it. The service must demonstrate that it complies with all accessibility, privacy, cyber security and branding requirements.

Create with purpose

• Establish metrics to measure how well the service meets the identified outcomes and addresses the problem or opportunity

Design with users, for users

User experience design

• Understand and design for the end-to-end user journey. This includes any online, offline and non-government interactions users may have with your service.  
• Test how usable the service is with your users while you are developing it, to be sure it meets their needs. 

Accessibility and inclusivity

• Meet level AA of the Web Content Accessibility Guide (WCAG) current standard.
• Test for usability by the most common assistive technologies - including screen magnifiers, screen readers and speech recognition tools.
• Research and test with people with diverse needs such as ability, age, literacy and numeracy levels. Also test with people who are unable to access or act on digital information.
• Write content in plain English. Aim for age 9 reading level. If there's a need for advanced technical language, write for ages 12 to 14.
• Ensure all PDFs and other types of content are accessible. Only use a PDF alongside an HTML-equivalent or summary.

Digital branding and style

• Use the NSW Government digital design style.
• Use the NSW Design System patterns to design your website, product or service.

Reuse and repurpose

• Understand what delivery channels and technology you need to create the service. Look for whether you can use any existing delivery channels and technology. Talk to your ICT experts at the outset to help with this.
• Use the Feedback Assist widget for customer facing websites.
• Before you use existing data, ensure you have the relevant permissions to use it.
• Ensure you make your data available through APIs.
• Contribute the patterns, solutions and any other learning from your build into the NSW Design System.

Respect privacy, maintain security

Privacy

• Comply with privacy legislation and principles when dealing with personal or health information
• De-identify datasets where possible and take measures to avoid re-identification

Secure digital services

• Test and verify the security of digital services
• Report on adherence to the NSW Cyber Security Policy.

Monitor, manage, evolve

• Test every part of the service during development in an environment that replicates the live version.

Be open, accountable, collaborative

• Communicate your progress with senior leaders. Maintain a decision log as you pivot.
• Share your findings, insights and artefacts with other NSW Government agencies, customers and stakeholders throughout the design and build of your product or service (unless there's a good reason not to do so).
• Create opportunities for your colleagues and customers to engage with your work and provide feedback. Make sure you respond to any feedback you receive and explain why you're using it, or not.