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• 1. Understand user needs
• 10. Test the service end to end
• 11. Make a plan for being offline
• 12. Make sure users succeed first time
• 13. Make the user experience consistent
• 14. Encourage everyone to use the digital service
• 15. Identify performance indicators
• 16. Collect performance data
• 17. Test with the secretary
• 2. Do ongoing user research
• 3. Have a multidisciplinary team
• 4. Use agile methods
• 5. Iterate and improve frequently
• 6. Assess tools and systems
• 7. Understand security and privacy issues
• 8. Make source code open
• 9. Use open standards and common platforms
• Agile and government digital services: an introduction
• Agile methods: an introduction
• Core principles of agile
• Digital services and agile