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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