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These are the principles by which everyone in the University of Bath Digital team delivers their work.

We will apply these principles regardless of the scope or scale of delivery, regardless of whether we are a designer, developer or editor, and regardless of whether we are carrying out the work within the Digital team or in collaboration with someone else. We will review these principles on a quarterly basis and make iterations based on practical experience and feedback.

The application of these delivery principles should be evident in every example of our work.

1. Put your users' needs first

The products and services we deliver are driven by the needs of our users.

Focussing on the needs of our users - not what suits us as providers - means investing the time and effort to regularly engage with users and the contexts in which they interact with what we produce.

2. Make decisions based on data

We routinely use performance data and user feedback to make objective decisions about what to deliver and when.

Simply stating a user's needs is insufficient, we must have evidence to make it compelling. We have been hired because we have good opinions and instincts based on professional experience. But we need to counsel these with sound qualitative and quantitative data.

3. Release iteratively and often

To reduce risk, every delivery is small scale, tested thoroughly and deployed on a timescale of days or weeks. We repeat the process many times over, building up as we go.

We will not store up 'big bang' releases because that is frustrating for the users and risky for the organisation. We will start small with the minimum viable product, test it and release it as soon as possible. As we repeat the process, we add to our products and services based on feedback, tests and changes to technology.

4. Keep things simple and consistent

People should find all our products and services familiar, easy to use and quick to produce the intended results.

We run a big site with many supporting many channels, which draw in a diverse set of users who have an expectation of quality associated with the University of Bath domain. We will do the hard work not to over-think or over-complicate things. Whether a user is new or experienced, task-driven or browsing, they will able to get started quickly, flow through the process with ease and trust the integrity of the results.

5. Provide ongoing support

Our work doesn't stop when we send something live. We care deeply about the running of products and services, from their inception, deployment and throughout the time they're operational.

The success of a great digital product or service doesn't rest entirely on what appears in the browser. To deliver accurate, pleasing and sustainable products and services means investing in simple instructions, efficient workflows, accurate monitoring and great support. Often this can be provided by the Digital team directly but we also expect to work hard with our partners on getting this right over a long term basis.

6. Work in the open

We share what we are doing as often and as freely as possible because scrutiny from users and colleagues makes us a more effective team and improves our products and services.

This extends from our product backlog through to the data generated by our output. We will ensure that we provide updates, explain our actions and demonstrate where and how we have taken on board feedback.


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