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PD Newsletter #97: Happy Pride, from all of us at PD!

👋🏽👋🏻👋🏾 Hello, welcome.

Happy Pride, from all of us at PD!

Pride is just one of many key dates for commemoration, celebration, advocacy and education which took place in June. In this edition we look at the importance of diversity, equity and inclusion for delivering better services.

This month, we’re also celebrating our CEO Ben Terrett being awarded a CBE for his contributions to design in the public sector and creative education.

Jo and Rosemary

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Introducing our guest editor

Jo Garwood-Backshall is a Principal Consultant at PD, with a background in agile delivery. Her expertise includes building communities and capabilities, and coaching, enabling and empowering multidisciplinary teams. Jo previously led the delivery team and community of practice at Citizens Advice and before that, was Head of Digital Projects at Stonewall.

"At PD, I've been able to bring my passion for social justice and diversity, equity and inclusion (DEI) to my role, both on client engagements and internally. I'm surrounded by thoughtful, curious, talented people, who inspire and enable me to bring my whole self to work and focus on the skills and capabilities I can offer to our clients."

🚀 Latest from Public Digital

This month we announced Cate McLaurin as our new Head of Local Government. Read her piece in the Municipal Journal on why digital must be central to how councils operate.

Join us for Data Bites #57, our events series spotlighting data projects in government. This one will be a second environment and sustainability special.
📅 When: Wednesday 2 July, 18:00 - 19:30 BST
📍 Where: Broadway House, London or via YouTube livestream

Watch our video below for the best bits from Data Bites #56.

🌍 Diversity, Equity and Inclusion:
why it matters for digital 🌍

While many US tech companies have followed the lead of the US administration in dropping their DEI policies, we know that an organisation’s approach to diversity, equity and inclusion shapes its ability to deliver effective services, and so the best teams are diverse teams. As this Forbes article explains, diversity powers innovation: “when diverse voices contribute, blind spots become visible”. The most effective user-centred services are those designed and built by diverse teams.

We also know that digital transformation happens at the speed of trust. Trust comes down to psychological safety, a quality consistently linked to team success, and defined as an individual’s confidence in taking interpersonal risks like making mistakes and asking for help. We believe an individual’s sense of safety depends above all on their ability to bring their authentic selves to work.

There are multiple ways to increase psychological safety in your organisation, starting with this exercise by Richard McLean which helps you measure psychological safety in your team. But like effective user-centred design, psychological safety can’t happen without a workplace which prioritises and educates itself on DEI principles, approaches and best practice.

Diversity and inclusion are really important to us at PD. We’re about to start recruiting for permanent consultants, so keep an eye on our careers page for vacancies. We are always looking for diverse applicants, including those with flexible working needs and non-consultancy backgrounds.

Ways of working

💭 As well as enabling teams to deliver high-impact work, psychological safety is key for effective user research. This piece from TetraLogical explains how to build rapport with participants in user research. Principally, they encourage open-mindedness: “assumptions are often incorrect and reflect a limited understanding of the diversity of people’s preferences and needs.”

👏 Great stuff from product manager Madison Fugard on protecting peripheral discovery when the desire for efficiency so often cuts it short. She offers advice on embedding accidental product discovery into existing processes, including where AI can be useful, and where it can’t: “While AI can highlight what’s unusual, it can’t always tell us what’s meaningful.”

🗺️ How to plan for unintended consequences in design by Martin Tomitsch. He suggests using tools like systems maps and impact ripple canvases to identify and mitigate the unseen impacts of a service’s design.

💥 Heidi Uchiyama tells us how to deliver punchy insights from user research, meaning insights which “communicate the challenges and opportunities facing your service in a way that minimises negative reactions, paves the way for productive conversation, and builds trust.” Also on our blog, Tom Loosemore offers 12 ways of working for test and learn.

🧙‍♂️ How can leaders embed good digital practices, and avoid bad ones? Listen to PD Partner Lara Sampson, who led Universal Credit from 2013, speaking on the NHS Providers podcast about digital leadership: from the misnomer of the term ‘digital’ to the transformative impact of mental prioritisation. Also for leaders, some lessons from Tolkien's Gandalf on how to embody servant leadership: “the most enduring power is not the ability to control but the courage to serve.”

⚠️ Finally, forms and survey expert Caroline Jarrett breaks down how to think about errors in services, suggesting six different types of error that can occur in service delivery.

Technology in focus

🤖 This piece by Benji Portwin on how LLMs are transforming e-commerce and websites looks at how chatbots are closing the gap between ‘low intent’, exploratory searches, and ‘high intent’ purchase-focused searches, and how your brand can stay relevant.

💡Fabulously insightful (and sweary) read from Thomas Ptacek on why AI sceptics are wrong about programming. Among its many wisdoms: “Developers all love to preen about code. They worry LLMs lower the “ceiling” for quality. Maybe. But they also raise the “floor”.” At the same time, Martin Fowler sees AI as a new kind of abstraction: one that introduces non-determinism into programming.

😱 For a healthy dose of AI scepticism: LLMs are extremely good at seeming plausible, which is why users may not notice, as writer Amanda Guinzburg did, how easily and frequently they lie to you. Perhaps it's no wonder the new pope - whose name is a nod to his stance on the tech revolution - sees AI as a threat to humanity.

🧰 Tim O’Reilly on what ‘AI first’ really means. TL;DR, it doesn’t mean ‘AI only’. It’s about re-envisioning how things are done with the use of AI: “asking ourselves how we might do it…. if we were coming fresh to the problem with this new toolkit”. As the many companies misunderstanding 'AI first’ will discover, “those that use AI simply to reduce costs and replace workers will be outcompeted by those that use it to expand their capabilities.” It’s a sentiment echoed by ethical AI expert Margaret Mitchell.

📱 Is Apple sacrificing its accessibility principles with iOS 26? An analysis of Apple’s new design element, Liquid Glass, and its implications for user-centredness: “More than anything, iOS 26 seems like a change that’s driven by the need to appear innovative, not by real user needs.” As the history of tap design also teaches us, the drive for ingenuity can seriously get in the way of meeting user needs.

🏞️ Finally, a potted history of the JPEG, and why the thirty-year-old file format isn’t going anywhere.

Digital government

🇩🇪 The German state of Schleswig-Holstein is phasing out Microsoft tools in its public offices. Replacing them with open-source platforms like LibreOffice, Open-Xchange and Linux, the state aims to reduce its ‘digital dependencies’ - no small feat, as the Netherlands recently discovered when it tried to launch its own hosting platform.

🇺🇸 Six months into the US administration, Musk is out and 18F is appealing its termination. But did Elon fail? Jen Pahlka reflects on what DOGE has actually achieved, and the implications for public services: “DOGE was supposed to be about efficiency. Cutting jobs without cutting the work isn’t efficiency, it’s just chaos.” Plus, introducing an oral history of the US Digital Service, as well as the published code for IRS Direct File.

🔥 When it comes to AI, design systems matter. This excellent long read from Ben Welby at the Department for Work and Pensions looks at vibe coding, the future of digital in government, and the role of AI in closing the gap between policy and delivery: “vibe coding isn’t a trick, it’s a glimpse of what a digitally capable civil service could be if we gave it the tools, and the trust.”

🇨🇦 What can Westminster teach Mark Carney about digital government? Anna Hirschfeld writes about what the Canadian administration should focus on next. Plus a long read on the state of Canada’s government IT as it prepares to deliver the Benefits Delivery Modernization program, and a case for better procurement practices and in-house technology capability from Alex MacEachern in her post on Canada’s procurement groundhog day.

🤔 Finally, an interesting piece on Amsterdam’s experiment to create fair welfare AI. The story of the city’s failed attempts to build an un-biased algorithm raises questions about the nature of fairness, and whether AI can ever be tasked with making decisions which shape people’s lives.

Something fun

🐱 If you've ever wondered what your cat is saying to you, this AI tool designed to decipher meows might one day be able to tell you.