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



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.


Start with people's needs

Build successful products and services that meet user needs, so that people have a reason to use them.

  • find out what users need to do
  • think about the whole experience
  • learn about the market and technology
  • understand the business goals

2. Design with data

Make better design and technical choices about how we build products and services by using data.

  • listen to people's feedback
  • learn from what people do, not what they say they do
  • monitor changes in technology that affect how people use our products and services

  • measure the effectiveness of what we build

3. Adopt standards and structure

Use shared standards and structure to make it easier to collaborate and build products and services that work well with other platforms.

  • agree standard ways of working with colleagues
  • adopt industry standards
  • use structured content so the information can be reused

  • advocate the use of shared standards and structure across the organisation

4. Make things simple and intuitive

Make products and services simple and intuitive so people can use them successfully.

  • follow a consistent visual design
  • choose the right tone, voice and style
  • establish common interactions and workflows
  • use the most effective channel
  • give information at the point it’s needed
  • design for people whatever their background, circumstance, skills or subject knowledge

5. Release iteratively and often

Put products and services in people’s hands quickly so we can test our thinking and make adjustments based on data.

  • break down projects into smaller parts so they are easier to deliver

  • prioritise what needs to be delivered
  • experiment

  • release quickly, learn fast and make improvements

6. Provide support

Support the technology that runs our platforms and help colleagues who look after services to make sure that users have the best experience.

  • document how things work
  • keep our infrastructure up-to-date
  • provide support where and when it’s needed
  • train colleagues to make the best use of the products we’ve built

7. Share

Build better products and services by sharing what we’ve learnt with colleagues.

  • talk about what we’re making as we make it and explain why

  • put in the effort to help and encourage each other
  • listen to colleagues
  • make time for the community by actively contributing