Online service development guidelines

Guidance to support you in delivering good online services

Created using ideas from the GDS Service Manual and the Design Council’s “Double Diamond” Approach to Service Design.

This guidance is in the early stages of development, feedback on this would be very welcome.


Discover – this marks the start of the project and begins with an initial idea. The primary goal of the discover phase is to identify user needs

Define – the definition stage interprets the user needs identified in the discovery phase  and aligns them to business objectives

Develop – this is the development stage where design-led solutions are developed/procured

Deliver – this final stage finalises and launches the new service




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