A service manual is a documented collection of principles and guidance for designing, developing, and operating a service. It supports modernization without prescribing a framework, development process, or Jira workflow. section 8.1
Typical guidance encourages teams to:
- Understand user needs and conduct ongoing user research. section 8.1
- Make the experience consistent, work as a multidisciplinary team, and iterate frequently. section 8.1
- Include the whole team in research and use regular show-and-tells to share findings. section 8.1
Business property tax modernization
Teams modernizing a costly, manually intensive government service used weekly interviews with citizens, tested prototypes, and brought developers, researchers, designers, content specialists, subject experts, analysts, product managers, and testers into the work. section 8.1
