Case StudiesDiscovering the need for a design system for Wales
- Centre for Digital Public Services (CDPS)
- Comms & Engagement
- Service Design
CDPS (Centre for Digital Public Service) tasked Perago with delivering an 11-week discovery project. The project’s sole aim was to provide recommendations and validations for the initial problem statement, does Wales need a simpler and more joined-up design system?
CDPS would then progress based on the research’s recommendations and findings.
Regular internal stand-up meetings ensured project clarity and progress, while weekly notes to CDPS internal stakeholders kept everyone aligned on goals and deliverables. Additionally, three show-and-tells were delivered at key project stages to external stakeholders.
Our discovery included user research with potential users from around the Welsh public sector to gain insights into how teams currently build services, user needs for a design system, the different team shapes of those who currently build services, and their behaviours, goals, and frustrations.
We also explored how we can build on existing good practice and open-source resources, as well as constraints, opportunities, or challenges due to technology or legislation. Additionally, we examined the similarities and differences between the needs of different public sector bodies—whether the requirements, constraints, and needs are the same in health, local government, Welsh Government, and arm’s length bodies. Finally, recommendations for an alpha phase were provided.
- Delivered bespoke outreach communications support: We collaborated closely with the CDPS communication team to curate and publish research content effectively.
- Desk research: We analysed existing design systems within the UK (Gov.uk) and bilingual systems (Ontario, Canada).
- Interviews: In-depth conversations with key stakeholders across various public sector bodies provided valuable insights and perspectives.
- Surveys: An online survey captured quantitative data on design system preferences, needs, and challenges faced by professionals in the field.
Key Findings
The key findings revealed that while many respondents were familiar with the concept of design systems, there was a noticeable gap between awareness and practical knowledge. A recurring theme was the lack of opportunities for collaboration and knowledge sharing across the Welsh public sector. Additionally, significant disparities exist in the size, structure, and skillsets of digital teams across public bodies, which impacts their ability to deliver consistent and effective digital services. Although many expressed confidence in user research and accessibility compliance, there was a drop-off when it came to demonstrating how these are achieved in practice. Furthermore, strong leadership commitment to digital transformation significantly impacts the resources allocated to digital teams and their ability to deliver quality services.
Perago’s expertise in outreach and engagement was instrumental in helping us reach a wide audience for this piece of work.
Their approach to working in the open; weeknotes, blogposts and show and tells, were all things that meant the work was accessible and visible – and led to more interaction with organisations we may not otherwise have engaged with.
These views are important to us, and we are now looking at their recommendations to see which ones we prioritise and take forward.
Jo Goodwin
Head of User Centred Design and Delivery
Centre for Digital Public Services/Canolfan Gwasanaethau Cyhoeddus Digidol
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