Martin Jordan
@martinjordan.com
Making services work better for all people—Head of Design & User Research at the German govt’s Digital Service, previously Head of #ServiceDesign at the UK’s Government Digital Service, int’l #GovDesign community co-lead, 🏳️⚧️🏳️🌈 ally
martinjordan.com
martinjordan.com
Up to 30% of the multimillion-euro budgets of some social services are absorbed by administrative efforts to check eligibility, etc.
This number seems disproportionate to me.
It screams for some streamlining #ServiceDesign.
This number seems disproportionate to me.
It screams for some streamlining #ServiceDesign.
November 10, 2025 at 4:43 PM
Up to 30% of the multimillion-euro budgets of some social services are absorbed by administrative efforts to check eligibility, etc.
This number seems disproportionate to me.
It screams for some streamlining #ServiceDesign.
This number seems disproportionate to me.
It screams for some streamlining #ServiceDesign.
However, there are also the fabulous #contentDesign people doing vital work by bringing plain language to digital products and services.
I wonder how they feel about the broader term ‘content’ these days.
I wonder how they feel about the broader term ‘content’ these days.
No other word has done more damage to the craft of writing in recent years than “content”. Even if you’re using the word “content” ironically, or as a cute little joke, don’t. When someone calls writing “content” they’re pissing on someone’s hard work & passion. “Content” is Technosatan’s henchword.
November 10, 2025 at 12:10 PM
However, there are also the fabulous #contentDesign people doing vital work by bringing plain language to digital products and services.
I wonder how they feel about the broader term ‘content’ these days.
I wonder how they feel about the broader term ‘content’ these days.
Added a few thoughts on the #sludge audit tool to this week’s notes (cc @weeknotes-bot.bsky.social) —
It’s a powerful tool and approach. However, it requires quite a mature setup to bring #serviceDesigners, #userResearchers & data analysts to the task.
💭👇🏻
verwaltungsgestaltung.de/notizen/2025...
It’s a powerful tool and approach. However, it requires quite a mature setup to bring #serviceDesigners, #userResearchers & data analysts to the task.
💭👇🏻
verwaltungsgestaltung.de/notizen/2025...
November 9, 2025 at 8:26 PM
Added a few thoughts on the #sludge audit tool to this week’s notes (cc @weeknotes-bot.bsky.social) —
It’s a powerful tool and approach. However, it requires quite a mature setup to bring #serviceDesigners, #userResearchers & data analysts to the task.
💭👇🏻
verwaltungsgestaltung.de/notizen/2025...
It’s a powerful tool and approach. However, it requires quite a mature setup to bring #serviceDesigners, #userResearchers & data analysts to the task.
💭👇🏻
verwaltungsgestaltung.de/notizen/2025...
As a public servant, I write weekly notes to let people see what I do.
I had a busy week #184:
• publishing a blog post on the #designSystem strategy
• co-running a #ServiceStandard application workshop with local gov’t
• inspecting the sludge audit tool
• giving a talk on technology shifts
👇🏻
I had a busy week #184:
• publishing a blog post on the #designSystem strategy
• co-running a #ServiceStandard application workshop with local gov’t
• inspecting the sludge audit tool
• giving a talk on technology shifts
👇🏻
Week #184 at the Digital Service: Notes for 3–7 November
Martin had a busy week #184: publishing a blog post on the design system strategy, co-running a Service Standard application workshop with local government, inspecting the sludge audit tool, and givin...
verwaltungsgestaltung.de
November 9, 2025 at 7:24 PM
As a public servant, I write weekly notes to let people see what I do.
I had a busy week #184:
• publishing a blog post on the #designSystem strategy
• co-running a #ServiceStandard application workshop with local gov’t
• inspecting the sludge audit tool
• giving a talk on technology shifts
👇🏻
I had a busy week #184:
• publishing a blog post on the #designSystem strategy
• co-running a #ServiceStandard application workshop with local gov’t
• inspecting the sludge audit tool
• giving a talk on technology shifts
👇🏻
One more #GovDesign #DesignJob:
@sprind-de.bsky.social is looking for a #ux/ #uiDesigner to assist with the EU Digital Identity wallet.
The role is remote, full-time, and as soon as possible. Initially it’s limited until December 2026.
👉🏻 verwaltungsgestaltung.de/#positionen
@sprind-de.bsky.social is looking for a #ux/ #uiDesigner to assist with the EU Digital Identity wallet.
The role is remote, full-time, and as soon as possible. Initially it’s limited until December 2026.
👉🏻 verwaltungsgestaltung.de/#positionen
November 9, 2025 at 5:54 PM
One more #GovDesign #DesignJob:
@sprind-de.bsky.social is looking for a #ux/ #uiDesigner to assist with the EU Digital Identity wallet.
The role is remote, full-time, and as soon as possible. Initially it’s limited until December 2026.
👉🏻 verwaltungsgestaltung.de/#positionen
@sprind-de.bsky.social is looking for a #ux/ #uiDesigner to assist with the EU Digital Identity wallet.
The role is remote, full-time, and as soon as possible. Initially it’s limited until December 2026.
👉🏻 verwaltungsgestaltung.de/#positionen
Some bold “ #fonts for a progressive future” from @wehtt.am – free for all non-commercial use
Also used by forge.coop for @zohrankmamdani.bsky.social’s campaign
👀 wehtt.am/fonts/#fonts
Also used by forge.coop for @zohrankmamdani.bsky.social’s campaign
👀 wehtt.am/fonts/#fonts
Fonts / Matthew Hinders-Anderson
Typefaces made for people fighting for a progressive future. Free for all non-commercial use.
wehtt.am
November 9, 2025 at 5:29 PM
Some bold “ #fonts for a progressive future” from @wehtt.am – free for all non-commercial use
Also used by forge.coop for @zohrankmamdani.bsky.social’s campaign
👀 wehtt.am/fonts/#fonts
Also used by forge.coop for @zohrankmamdani.bsky.social’s campaign
👀 wehtt.am/fonts/#fonts
#GovDesign #DesignJobs klaxon 📣
The State of Saxony is looking for a digital #accessibility assessor based in Leipzig, and the State of Lower Saxony has 2 open #serviceDesign positions at IT.Niedersachsen in various parts of the state.
➡️ verwaltungsgestaltung.de#positionen
The State of Saxony is looking for a digital #accessibility assessor based in Leipzig, and the State of Lower Saxony has 2 open #serviceDesign positions at IT.Niedersachsen in various parts of the state.
➡️ verwaltungsgestaltung.de#positionen
November 9, 2025 at 5:13 PM
#GovDesign #DesignJobs klaxon 📣
The State of Saxony is looking for a digital #accessibility assessor based in Leipzig, and the State of Lower Saxony has 2 open #serviceDesign positions at IT.Niedersachsen in various parts of the state.
➡️ verwaltungsgestaltung.de#positionen
The State of Saxony is looking for a digital #accessibility assessor based in Leipzig, and the State of Lower Saxony has 2 open #serviceDesign positions at IT.Niedersachsen in various parts of the state.
➡️ verwaltungsgestaltung.de#positionen
This week, I got to see New South Wales’ Sludge Finder tool that is supporting their sludge audits.
I heard about it during my @oecdgovernance.bsky.social visit 2 weeks ago.
Quite impressive how journeys and can be enriched with qual and quant data.
This can be a powerful #serviceDesign tool!
I heard about it during my @oecdgovernance.bsky.social visit 2 weeks ago.
Quite impressive how journeys and can be enriched with qual and quant data.
This can be a powerful #serviceDesign tool!
November 8, 2025 at 8:42 AM
This week, I got to see New South Wales’ Sludge Finder tool that is supporting their sludge audits.
I heard about it during my @oecdgovernance.bsky.social visit 2 weeks ago.
Quite impressive how journeys and can be enriched with qual and quant data.
This can be a powerful #serviceDesign tool!
I heard about it during my @oecdgovernance.bsky.social visit 2 weeks ago.
Quite impressive how journeys and can be enriched with qual and quant data.
This can be a powerful #serviceDesign tool!
As I said, Friday is my day for international connections.
Today, a colleague from the metropolitan government of Tokyo & #GovTech Tokyo stopped by.
Together with @joshuapacheco.de, we had a good exchange on scaling transformation, prioritising wide-ranging user needs, in-housing and up-skilling.
Today, a colleague from the metropolitan government of Tokyo & #GovTech Tokyo stopped by.
Together with @joshuapacheco.de, we had a good exchange on scaling transformation, prioritising wide-ranging user needs, in-housing and up-skilling.
November 7, 2025 at 4:42 PM
As I said, Friday is my day for international connections.
Today, a colleague from the metropolitan government of Tokyo & #GovTech Tokyo stopped by.
Together with @joshuapacheco.de, we had a good exchange on scaling transformation, prioritising wide-ranging user needs, in-housing and up-skilling.
Today, a colleague from the metropolitan government of Tokyo & #GovTech Tokyo stopped by.
Together with @joshuapacheco.de, we had a good exchange on scaling transformation, prioritising wide-ranging user needs, in-housing and up-skilling.
Fragmentation no more!
After 5 years, we stopped our own #designSystem developments. Instead of contributing to more visual mess, we are adopting the KERN Design System.
Services we’re developing at @digitalservice.bund.de will use all it has to offer. Plus, we are contributing to its development.
After 5 years, we stopped our own #designSystem developments. Instead of contributing to more visual mess, we are adopting the KERN Design System.
Services we’re developing at @digitalservice.bund.de will use all it has to offer. Plus, we are contributing to its development.
Mit Patterns und System gute digitale Services effektiv und effizient gestalten | DigitalService
06. November 2025 - Zum immer größeren visuellen Wildwuchs möchten wir beim DigitalService nicht beitragen – stattdessen verwenden wir in Zukunft in bestehenden und neuen Projekten, wo immer möglich, ...
digitalservice.bund.de
November 6, 2025 at 12:25 PM
Fragmentation no more!
After 5 years, we stopped our own #designSystem developments. Instead of contributing to more visual mess, we are adopting the KERN Design System.
Services we’re developing at @digitalservice.bund.de will use all it has to offer. Plus, we are contributing to its development.
After 5 years, we stopped our own #designSystem developments. Instead of contributing to more visual mess, we are adopting the KERN Design System.
Services we’re developing at @digitalservice.bund.de will use all it has to offer. Plus, we are contributing to its development.
#ServiceStandard in practice:
Applying for a hunting permit 🦌
Applying for a fishing license 🎣
— as services in the State of Brandenburg
We are looking today at questions like:
Where are the teams already meeting Service Standard points? What’s to do where?
These practice check-ins are brill
Applying for a hunting permit 🦌
Applying for a fishing license 🎣
— as services in the State of Brandenburg
We are looking today at questions like:
Where are the teams already meeting Service Standard points? What’s to do where?
These practice check-ins are brill
November 5, 2025 at 11:12 AM
#ServiceStandard in practice:
Applying for a hunting permit 🦌
Applying for a fishing license 🎣
— as services in the State of Brandenburg
We are looking today at questions like:
Where are the teams already meeting Service Standard points? What’s to do where?
These practice check-ins are brill
Applying for a hunting permit 🦌
Applying for a fishing license 🎣
— as services in the State of Brandenburg
We are looking today at questions like:
Where are the teams already meeting Service Standard points? What’s to do where?
These practice check-ins are brill
Great looking webinar:
“How to measure – and improve – the citizen experience of government”
🗓️ Thursday, 4 December 2025
— with contributions from @honeygolightly.bsky.social 🇨🇦 and Hefen Wong 🇸🇬
🇺🇸 (EST): 09:30
🇬🇧 (GMT): 14:30
🇫🇷 (CET): 15:30
🇸🇬 (SGT): 22:30
🇦🇺 (AEST): 01:30
Sign up via Zoom link 🔗
“How to measure – and improve – the citizen experience of government”
🗓️ Thursday, 4 December 2025
— with contributions from @honeygolightly.bsky.social 🇨🇦 and Hefen Wong 🇸🇬
🇺🇸 (EST): 09:30
🇬🇧 (GMT): 14:30
🇫🇷 (CET): 15:30
🇸🇬 (SGT): 22:30
🇦🇺 (AEST): 01:30
Sign up via Zoom link 🔗
Welcome! You are invited to join a webinar: How to measure – and improve – the citizen experience of government . After registering, you will receive a confirmation email about joining the webinar.
Governments around the world have rarely faced as much pressure as they do now. Already this decade, governments have faced a once-in-a-century pandemic, high inflation, budgetary pressures, volatilit...
us02web.zoom.us
November 4, 2025 at 10:32 PM
Great looking webinar:
“How to measure – and improve – the citizen experience of government”
🗓️ Thursday, 4 December 2025
— with contributions from @honeygolightly.bsky.social 🇨🇦 and Hefen Wong 🇸🇬
🇺🇸 (EST): 09:30
🇬🇧 (GMT): 14:30
🇫🇷 (CET): 15:30
🇸🇬 (SGT): 22:30
🇦🇺 (AEST): 01:30
Sign up via Zoom link 🔗
“How to measure – and improve – the citizen experience of government”
🗓️ Thursday, 4 December 2025
— with contributions from @honeygolightly.bsky.social 🇨🇦 and Hefen Wong 🇸🇬
🇺🇸 (EST): 09:30
🇬🇧 (GMT): 14:30
🇫🇷 (CET): 15:30
🇸🇬 (SGT): 22:30
🇦🇺 (AEST): 01:30
Sign up via Zoom link 🔗
“Technology is the answer but what was the question?”
– Cedric Price quoted at THE SHIFT, Sparkassen #Innovation Hub’s #leadership event in Hamburg
– Cedric Price quoted at THE SHIFT, Sparkassen #Innovation Hub’s #leadership event in Hamburg
November 4, 2025 at 9:47 AM
“Technology is the answer but what was the question?”
– Cedric Price quoted at THE SHIFT, Sparkassen #Innovation Hub’s #leadership event in Hamburg
– Cedric Price quoted at THE SHIFT, Sparkassen #Innovation Hub’s #leadership event in Hamburg
The #ServiceStandard codifies how service teams should work when building services.
The service quality criteria describe the attributes of what the service teams produce.
Service teams need to know how to progress and what the end goal should look like.
These need to be connected frameworks
1/X
The service quality criteria describe the attributes of what the service teams produce.
Service teams need to know how to progress and what the end goal should look like.
These need to be connected frameworks
1/X
November 1, 2025 at 11:07 AM
The #ServiceStandard codifies how service teams should work when building services.
The service quality criteria describe the attributes of what the service teams produce.
Service teams need to know how to progress and what the end goal should look like.
These need to be connected frameworks
1/X
The service quality criteria describe the attributes of what the service teams produce.
Service teams need to know how to progress and what the end goal should look like.
These need to be connected frameworks
1/X
Why does Swiss Rail SBB need to ask for my birthday?
Why is it not sufficient to ask me if I am in a specific age range?
Why not take a data-minimisation approach?
#FixTheForms
Why is it not sufficient to ask me if I am in a specific age range?
Why not take a data-minimisation approach?
#FixTheForms
October 31, 2025 at 11:14 PM
Why does Swiss Rail SBB need to ask for my birthday?
Why is it not sufficient to ask me if I am in a specific age range?
Why not take a data-minimisation approach?
#FixTheForms
Why is it not sufficient to ask me if I am in a specific age range?
Why not take a data-minimisation approach?
#FixTheForms
Such a thoughtful and informative conversation on #design, #designSystems and #ADHD, #OCD and #burnout in the latest episode of @amyhupe.bsky.social’s outstanding ‘Systems of Harm’ podcast — in conversation with @bradfrost.com.
Design systems and ADHD with Brad Frost
Podcast Episode · Systems of Harm · 30/10/2025 · 1h
podcasts.apple.com
October 31, 2025 at 10:30 PM
Such a thoughtful and informative conversation on #design, #designSystems and #ADHD, #OCD and #burnout in the latest episode of @amyhupe.bsky.social’s outstanding ‘Systems of Harm’ podcast — in conversation with @bradfrost.com.
The more services people need to interact with, the worse their experience gets.
The satisfaction drops by 30 percentage points when 5 or more touchpoints are part of the journey.
#ServiceDesign #GovDesign
The satisfaction drops by 30 percentage points when 5 or more touchpoints are part of the journey.
#ServiceDesign #GovDesign
As a public servant, I write weekly notes to let people see what I do.
Last week, while in Paris, I took the opportunity to exchange ideas on assessing service quality & measuring user experience with @oecdgovernance.bsky.social colleagues.
I also ran a meetup and helped with accessibility checks.
Last week, while in Paris, I took the opportunity to exchange ideas on assessing service quality & measuring user experience with @oecdgovernance.bsky.social colleagues.
I also ran a meetup and helped with accessibility checks.
Week #182 at the Digital Service: Notes for 20–24 October
While in Paris, Martin took the opportunity to exchange ideas on assessing service quality and measuring user experience at the OECD headquarters. Earlier in the week, Martin co-ran a local meetup on ...
verwaltungsgestaltung.de
October 31, 2025 at 7:30 PM
The more services people need to interact with, the worse their experience gets.
The satisfaction drops by 30 percentage points when 5 or more touchpoints are part of the journey.
#ServiceDesign #GovDesign
The satisfaction drops by 30 percentage points when 5 or more touchpoints are part of the journey.
#ServiceDesign #GovDesign
As a public servant, I write weekly notes to let people see what I do.
Recovering from the annual round of COVID, I saw 2 blog posts getting ready for publication and reflected on the dire state of #blogging.
I also looked at formalising internal #accessibility procedures and staffing new projects
Recovering from the annual round of COVID, I saw 2 blog posts getting ready for publication and reflected on the dire state of #blogging.
I also looked at formalising internal #accessibility procedures and staffing new projects
Week #183 at the Digital Service: Notes for 27–31 October
Recovering from the annual round of COVID, Martin saw 2 blog posts getting ready for publication. He took a moment to reflect on the state of blogging and how to address some issues. Martin also looke...
verwaltungsgestaltung.de
October 31, 2025 at 1:49 PM
As a public servant, I write weekly notes to let people see what I do.
Recovering from the annual round of COVID, I saw 2 blog posts getting ready for publication and reflected on the dire state of #blogging.
I also looked at formalising internal #accessibility procedures and staffing new projects
Recovering from the annual round of COVID, I saw 2 blog posts getting ready for publication and reflected on the dire state of #blogging.
I also looked at formalising internal #accessibility procedures and staffing new projects
As a public servant, I write weekly notes to let people see what I do.
Last week, while in Paris, I took the opportunity to exchange ideas on assessing service quality & measuring user experience with @oecdgovernance.bsky.social colleagues.
I also ran a meetup and helped with accessibility checks.
Last week, while in Paris, I took the opportunity to exchange ideas on assessing service quality & measuring user experience with @oecdgovernance.bsky.social colleagues.
I also ran a meetup and helped with accessibility checks.
Week #182 at the Digital Service: Notes for 20–24 October
While in Paris, Martin took the opportunity to exchange ideas on assessing service quality and measuring user experience at the OECD headquarters. Earlier in the week, Martin co-ran a local meetup on ...
verwaltungsgestaltung.de
October 31, 2025 at 1:15 PM
As a public servant, I write weekly notes to let people see what I do.
Last week, while in Paris, I took the opportunity to exchange ideas on assessing service quality & measuring user experience with @oecdgovernance.bsky.social colleagues.
I also ran a meetup and helped with accessibility checks.
Last week, while in Paris, I took the opportunity to exchange ideas on assessing service quality & measuring user experience with @oecdgovernance.bsky.social colleagues.
I also ran a meetup and helped with accessibility checks.
#GovDesign #DesignJobs klaxon 📣
The City of Freiburg is looking for a part-time #systemDesign er—with a #serviceDesign profile. It’s for a Bloomberg Philanthropies-backed programme that has touched 100 other cities so far. The job pays up to 71k (full-time pay).
verwaltungsgestaltung.de#positionen
The City of Freiburg is looking for a part-time #systemDesign er—with a #serviceDesign profile. It’s for a Bloomberg Philanthropies-backed programme that has touched 100 other cities so far. The job pays up to 71k (full-time pay).
verwaltungsgestaltung.de#positionen
October 30, 2025 at 11:59 AM
#GovDesign #DesignJobs klaxon 📣
The City of Freiburg is looking for a part-time #systemDesign er—with a #serviceDesign profile. It’s for a Bloomberg Philanthropies-backed programme that has touched 100 other cities so far. The job pays up to 71k (full-time pay).
verwaltungsgestaltung.de#positionen
The City of Freiburg is looking for a part-time #systemDesign er—with a #serviceDesign profile. It’s for a Bloomberg Philanthropies-backed programme that has touched 100 other cities so far. The job pays up to 71k (full-time pay).
verwaltungsgestaltung.de#positionen
Tonight, we’ll discuss ‘Visualising data’ in our 11th #ÖffentlichesGestalten meetup—jointly run by @digitalservice.bund.de and @tsbberlin.bsky.social’s CityLAB Berlin.
We’ll hear from @moritzstefaner.bsky.social and Thanh Thu Nguyen and get to see their data visualisation work for the public sector
We’ll hear from @moritzstefaner.bsky.social and Thanh Thu Nguyen and get to see their data visualisation work for the public sector
October 21, 2025 at 8:47 AM
Tonight, we’ll discuss ‘Visualising data’ in our 11th #ÖffentlichesGestalten meetup—jointly run by @digitalservice.bund.de and @tsbberlin.bsky.social’s CityLAB Berlin.
We’ll hear from @moritzstefaner.bsky.social and Thanh Thu Nguyen and get to see their data visualisation work for the public sector
We’ll hear from @moritzstefaner.bsky.social and Thanh Thu Nguyen and get to see their data visualisation work for the public sector
Teams don’t know what to do cause their Asana task board don’t load on Monday morning
🫠
🫠
there’s a major AWS outage going on right now that’s taken down Fortnite, Alexa, Snapchat, Perplexity, Roblox, and lots more of the internet. US-EAST-1 is down and impacting a lot of services that rely on AWS www.theverge.com/news/802486/...
Major AWS outage takes down Fortnite, Alexa, Snapchat, and more
A chunk of the internet has been taken offline.
www.theverge.com
October 20, 2025 at 9:03 AM
Teams don’t know what to do cause their Asana task board don’t load on Monday morning
🫠
🫠
Reposted by Martin Jordan
“Now Scientific American has updated and re-released what it calls the “classic graphic” that shows that a human on a bicycle—able to coast, or freewheel, without pedaling—remains the world’s most energy effecient traveler.” @carltonreid.com on the re-release of the iconic graph in @forbes.com.
October 17, 2025 at 12:52 PM
“Now Scientific American has updated and re-released what it calls the “classic graphic” that shows that a human on a bicycle—able to coast, or freewheel, without pedaling—remains the world’s most energy effecient traveler.” @carltonreid.com on the re-release of the iconic graph in @forbes.com.
Worth a weekend listen!
🎧
🎧
Happy #SystemsOfHarm podcast day to all who celebrate 🥳
Today’s episode features author of best-selling Good Services, @loudowne.bsky.social
Lou and I chat about design systems and gender, and how to provide inclusive experiences for trans people.
Apple: apple.co/434XE9F
RSS: bit.ly/43gtLkB
Today’s episode features author of best-selling Good Services, @loudowne.bsky.social
Lou and I chat about design systems and gender, and how to provide inclusive experiences for trans people.
Apple: apple.co/434XE9F
RSS: bit.ly/43gtLkB
October 17, 2025 at 8:55 PM
Worth a weekend listen!
🎧
🎧