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
Somehow astonishing:
Even after more than a decade of GOV.UK, people use fake websites with addresses like ‘dartcrossingcharges.co.uk’ to pay fees and then receive penalties afterwards.
Is this making the strengthened case for the app wrapper?
Cause users are less likely to get defrauded?
Even after more than a decade of GOV.UK, people use fake websites with addresses like ‘dartcrossingcharges.co.uk’ to pay fees and then receive penalties afterwards.
Is this making the strengthened case for the app wrapper?
Cause users are less likely to get defrauded?
Dartford Crossing: drivers warned over scam websites that lead to fines
Dartford Crossing: drivers warned over scam websites that lead to fines
Thousands of people thought they paid the Dart Charge, but only realised when they got a penalty charge notice
www.theguardian.com
January 11, 2026 at 10:03 AM
Somehow astonishing:
Even after more than a decade of GOV.UK, people use fake websites with addresses like ‘dartcrossingcharges.co.uk’ to pay fees and then receive penalties afterwards.
Is this making the strengthened case for the app wrapper?
Cause users are less likely to get defrauded?
Even after more than a decade of GOV.UK, people use fake websites with addresses like ‘dartcrossingcharges.co.uk’ to pay fees and then receive penalties afterwards.
Is this making the strengthened case for the app wrapper?
Cause users are less likely to get defrauded?
I said it before:
Friday is my international exchange day.
Today, I was in touch with #GovDesign colleagues:
• in Cyprus 🇨🇾 government on #ServiceStandard procurement and assurance
• at NHS 🇬🇧 about accessing advanced #userResearch training
• at the UN University 🇺🇳 on quality assurance
Friday is my international exchange day.
Today, I was in touch with #GovDesign colleagues:
• in Cyprus 🇨🇾 government on #ServiceStandard procurement and assurance
• at NHS 🇬🇧 about accessing advanced #userResearch training
• at the UN University 🇺🇳 on quality assurance
January 9, 2026 at 8:57 PM
I said it before:
Friday is my international exchange day.
Today, I was in touch with #GovDesign colleagues:
• in Cyprus 🇨🇾 government on #ServiceStandard procurement and assurance
• at NHS 🇬🇧 about accessing advanced #userResearch training
• at the UN University 🇺🇳 on quality assurance
Friday is my international exchange day.
Today, I was in touch with #GovDesign colleagues:
• in Cyprus 🇨🇾 government on #ServiceStandard procurement and assurance
• at NHS 🇬🇧 about accessing advanced #userResearch training
• at the UN University 🇺🇳 on quality assurance
I love seeing people move across the public sector!
While it may seem like a loss for one organisation at first, it’s more likely to strengthen its bonds and expand its network — if it actively supports the moves of its people.
1/X
While it may seem like a loss for one organisation at first, it’s more likely to strengthen its bonds and expand its network — if it actively supports the moves of its people.
1/X
January 9, 2026 at 6:06 PM
I love seeing people move across the public sector!
While it may seem like a loss for one organisation at first, it’s more likely to strengthen its bonds and expand its network — if it actively supports the moves of its people.
1/X
While it may seem like a loss for one organisation at first, it’s more likely to strengthen its bonds and expand its network — if it actively supports the moves of its people.
1/X
It took just over 10 years to migrate all my devices – laptops, tablet, and phone – to USB-C.
Having a single plug for charging and data transfer gives such peace of mind when travelling.
At the same time, it also makes so many well-working cables obsolete again and creates electronic waste.
Having a single plug for charging and data transfer gives such peace of mind when travelling.
At the same time, it also makes so many well-working cables obsolete again and creates electronic waste.
January 9, 2026 at 2:44 PM
It took just over 10 years to migrate all my devices – laptops, tablet, and phone – to USB-C.
Having a single plug for charging and data transfer gives such peace of mind when travelling.
At the same time, it also makes so many well-working cables obsolete again and creates electronic waste.
Having a single plug for charging and data transfer gives such peace of mind when travelling.
At the same time, it also makes so many well-working cables obsolete again and creates electronic waste.
We are revisiting design critiques in our first design team meeting of the year.
We are discussing @borism.bsky.social’s 2022 article → borism.medium.com/design-criti..., bits from the book ‘Discussing design’ by Adam Connor and Aaron Irzarry, and GDS’s tips posters:
github.com/alphagov/gov...
We are discussing @borism.bsky.social’s 2022 article → borism.medium.com/design-criti..., bits from the book ‘Discussing design’ by Adam Connor and Aaron Irzarry, and GDS’s tips posters:
github.com/alphagov/gov...
January 8, 2026 at 10:36 AM
We are revisiting design critiques in our first design team meeting of the year.
We are discussing @borism.bsky.social’s 2022 article → borism.medium.com/design-criti..., bits from the book ‘Discussing design’ by Adam Connor and Aaron Irzarry, and GDS’s tips posters:
github.com/alphagov/gov...
We are discussing @borism.bsky.social’s 2022 article → borism.medium.com/design-criti..., bits from the book ‘Discussing design’ by Adam Connor and Aaron Irzarry, and GDS’s tips posters:
github.com/alphagov/gov...
“What Doge was doing was not trying to take the operations of government and make it more efficient. They were basically just trying to come in and almost randomly sort of decide that they were going to just eliminate a significant number of things that the government does”
H/t Arianne Miller
H/t Arianne Miller
‘They sowed chaos to no avail’: the lasting legacy of Elon Musk’s Doge
The billionaire – who had no government experience – left various federal agencies in disarray while overseeing an ‘efficiency’ drive across Washington
www.theguardian.com
January 7, 2026 at 7:45 PM
“What Doge was doing was not trying to take the operations of government and make it more efficient. They were basically just trying to come in and almost randomly sort of decide that they were going to just eliminate a significant number of things that the government does”
H/t Arianne Miller
H/t Arianne Miller
Thanks for sending this over, @publicdigital.bsky.social!
Looking forward to reading your essays, @kwastell.bsky.social @benterrett.bsky.social @egawen.bsky.social
Looking forward to reading your essays, @kwastell.bsky.social @benterrett.bsky.social @egawen.bsky.social
January 1, 2026 at 2:40 PM
Thanks for sending this over, @publicdigital.bsky.social!
Looking forward to reading your essays, @kwastell.bsky.social @benterrett.bsky.social @egawen.bsky.social
Looking forward to reading your essays, @kwastell.bsky.social @benterrett.bsky.social @egawen.bsky.social
Finally up: After 8 years, my brother-in-law put up the Neutra House Numbers.
They are made from anodised aluminium, refined by the font designers from House Industries after designs by Richard Neutra in the 1930s.
Currently, Herman Miller has a discount
store.hermanmiller.com/decor-house-...
They are made from anodised aluminium, refined by the font designers from House Industries after designs by Richard Neutra in the 1930s.
Currently, Herman Miller has a discount
store.hermanmiller.com/decor-house-...
December 25, 2025 at 11:13 AM
Finally up: After 8 years, my brother-in-law put up the Neutra House Numbers.
They are made from anodised aluminium, refined by the font designers from House Industries after designs by Richard Neutra in the 1930s.
Currently, Herman Miller has a discount
store.hermanmiller.com/decor-house-...
They are made from anodised aluminium, refined by the font designers from House Industries after designs by Richard Neutra in the 1930s.
Currently, Herman Miller has a discount
store.hermanmiller.com/decor-house-...
I am underwhelmed.
After 6 years, I have refreshed my pre-pandemic iPhone.
What was once an exciting moment of experiencing technological progress and observing creative ingenuity is now a ‘So, what?’ moment.
Without the phone damaged beyond repair, I would not have seen a reason for replacement.
After 6 years, I have refreshed my pre-pandemic iPhone.
What was once an exciting moment of experiencing technological progress and observing creative ingenuity is now a ‘So, what?’ moment.
Without the phone damaged beyond repair, I would not have seen a reason for replacement.
December 24, 2025 at 3:48 PM
I am underwhelmed.
After 6 years, I have refreshed my pre-pandemic iPhone.
What was once an exciting moment of experiencing technological progress and observing creative ingenuity is now a ‘So, what?’ moment.
Without the phone damaged beyond repair, I would not have seen a reason for replacement.
After 6 years, I have refreshed my pre-pandemic iPhone.
What was once an exciting moment of experiencing technological progress and observing creative ingenuity is now a ‘So, what?’ moment.
Without the phone damaged beyond repair, I would not have seen a reason for replacement.
A nice button: a physical dial to lower the volume of the train service announcement in a Swiss SBB carriage.
It makes satisfying clicks.
It makes satisfying clicks.
December 23, 2025 at 10:42 AM
A nice button: a physical dial to lower the volume of the train service announcement in a Swiss SBB carriage.
It makes satisfying clicks.
It makes satisfying clicks.
As a public servant, I write weekly notes to let people see what I do.
Today, I’m wrapping up work for 2025.
I got a blog post on service thinking and #serviceDesign out, and put our activities in the context of the Federal government’s modernisation agenda.
And as delivery heads, we had lunch.
Today, I’m wrapping up work for 2025.
I got a blog post on service thinking and #serviceDesign out, and put our activities in the context of the Federal government’s modernisation agenda.
And as delivery heads, we had lunch.
Week #190 at the Digital Service: Notes for 15–19 December
In his week 190 at Digital Service, Martin wrapped up work for 2026. He got a blog post on service thinking and service design work out and puts these activities in the context of the modernisation ag...
verwaltungsgestaltung.de
December 19, 2025 at 3:07 PM
As a public servant, I write weekly notes to let people see what I do.
Today, I’m wrapping up work for 2025.
I got a blog post on service thinking and #serviceDesign out, and put our activities in the context of the Federal government’s modernisation agenda.
And as delivery heads, we had lunch.
Today, I’m wrapping up work for 2025.
I got a blog post on service thinking and #serviceDesign out, and put our activities in the context of the Federal government’s modernisation agenda.
And as delivery heads, we had lunch.
Wow!
A woman on the train, sitting in front of me, is actually reading articles on Grokipedia on her laptop.
I didn’t assume anyone would actually use that.
She is reading about electronic musicans and music styles, while making music in ‘Live’.
A woman on the train, sitting in front of me, is actually reading articles on Grokipedia on her laptop.
I didn’t assume anyone would actually use that.
She is reading about electronic musicans and music styles, while making music in ‘Live’.
December 19, 2025 at 3:02 PM
Wow!
A woman on the train, sitting in front of me, is actually reading articles on Grokipedia on her laptop.
I didn’t assume anyone would actually use that.
She is reading about electronic musicans and music styles, while making music in ‘Live’.
A woman on the train, sitting in front of me, is actually reading articles on Grokipedia on her laptop.
I didn’t assume anyone would actually use that.
She is reading about electronic musicans and music styles, while making music in ‘Live’.
How #ServiceDesign and good services contribute to more trust in the state:
Sabrina @feuerherd.bsky.social and I blogged in German 🇩🇪 on the @digitalservice.bund.de blog.
We give an overview of whole services approaches and looked at studies from @oecdgovernance.bsky.social and @initiatived21.de.
Sabrina @feuerherd.bsky.social and I blogged in German 🇩🇪 on the @digitalservice.bund.de blog.
We give an overview of whole services approaches and looked at studies from @oecdgovernance.bsky.social and @initiatived21.de.
Wie gute Services Staatsvertrauen stärken – und wie wir sie gestalten | DigitalService
18. Dezember 2025 - Der Beitrag zeigt, wie Servicedesign Leistungen verschiedener Behörden zu verständlichen, ganzheitlichen Services bündelt – ausgerichtet auf die Ziele der Nutzenden.
digitalservice.bund.de
December 18, 2025 at 4:42 PM
How #ServiceDesign and good services contribute to more trust in the state:
Sabrina @feuerherd.bsky.social and I blogged in German 🇩🇪 on the @digitalservice.bund.de blog.
We give an overview of whole services approaches and looked at studies from @oecdgovernance.bsky.social and @initiatived21.de.
Sabrina @feuerherd.bsky.social and I blogged in German 🇩🇪 on the @digitalservice.bund.de blog.
We give an overview of whole services approaches and looked at studies from @oecdgovernance.bsky.social and @initiatived21.de.
Update:
3 out of 5 blog posts listed in August are written.
2 of them are published; the other one follows tomorrow.
I’m aiming to get a 4th still out later this year.
This public commitment helps.
3 out of 5 blog posts listed in August are written.
2 of them are published; the other one follows tomorrow.
I’m aiming to get a 4th still out later this year.
This public commitment helps.
For public accountability—so I deliver them—here are the blog posts I plan to finish by autumn:
1. Update on our int’l community work, w/ @karakane-kk.bsky.social
2. How we work on larger services, w/ @feuerherd.bsky.social
3. Why cross-disciplinary leadership matters, w/ @nfelger.bsky.social*
1. Update on our int’l community work, w/ @karakane-kk.bsky.social
2. How we work on larger services, w/ @feuerherd.bsky.social
3. Why cross-disciplinary leadership matters, w/ @nfelger.bsky.social*
December 17, 2025 at 10:31 PM
Update:
3 out of 5 blog posts listed in August are written.
2 of them are published; the other one follows tomorrow.
I’m aiming to get a 4th still out later this year.
This public commitment helps.
3 out of 5 blog posts listed in August are written.
2 of them are published; the other one follows tomorrow.
I’m aiming to get a 4th still out later this year.
This public commitment helps.
“Service design does a lot of things, but it doesn’t do anything alone.”
— Alistair Greo
#ServiceDesign
H/t @claragt.bsky.social
— Alistair Greo
#ServiceDesign
H/t @claragt.bsky.social
December 17, 2025 at 3:23 PM
“Service design does a lot of things, but it doesn’t do anything alone.”
— Alistair Greo
#ServiceDesign
H/t @claragt.bsky.social
— Alistair Greo
#ServiceDesign
H/t @claragt.bsky.social
#ContentDesign fun in Canada:
“Citing the Canadian Press stylebook, they highlight an aversion to the British variant of certain words (preferring tire instead of tyre, and jail over gaol) but also a rejection for some US versions (using cheque instead of check, and manoeuvre instead of maneuver).”
“Citing the Canadian Press stylebook, they highlight an aversion to the British variant of certain words (preferring tire instead of tyre, and jail over gaol) but also a rejection for some US versions (using cheque instead of check, and manoeuvre instead of maneuver).”
Mark Carney criticised for using British spellings in Canadian documents
Linguists say the prime minister’s use of ‘s’ instead of ‘z’ breaks national English conventions
www.theguardian.com
December 17, 2025 at 12:53 PM
#ContentDesign fun in Canada:
“Citing the Canadian Press stylebook, they highlight an aversion to the British variant of certain words (preferring tire instead of tyre, and jail over gaol) but also a rejection for some US versions (using cheque instead of check, and manoeuvre instead of maneuver).”
“Citing the Canadian Press stylebook, they highlight an aversion to the British variant of certain words (preferring tire instead of tyre, and jail over gaol) but also a rejection for some US versions (using cheque instead of check, and manoeuvre instead of maneuver).”
“Products generate outputs, services lead to outcomes”
— @teropsv.bsky.social
#ServiceDesign #Product #Services
H/t @stradella.bsky.social
— @teropsv.bsky.social
#ServiceDesign #Product #Services
H/t @stradella.bsky.social
December 16, 2025 at 9:50 PM
“Products generate outputs, services lead to outcomes”
— @teropsv.bsky.social
#ServiceDesign #Product #Services
H/t @stradella.bsky.social
— @teropsv.bsky.social
#ServiceDesign #Product #Services
H/t @stradella.bsky.social
Reposted by Martin Jordan
“Dutch people cycle an average of 2.6km each per day. If this pattern was replicated worldwide, annual carbon emissions would drop by 686 million tonnes.
This mammoth figure exceeds the entire carbon footprint of most countries, including the UK, Canada, Saudi Arabia and Australia.” @euronews.com
This mammoth figure exceeds the entire carbon footprint of most countries, including the UK, Canada, Saudi Arabia and Australia.” @euronews.com
Cycling like the Dutch would slash the world’s carbon footprint
If everybody cycled like the Dutch, we could offset the UK or Australia’s entire carbon footprint.
www.euronews.com
December 13, 2025 at 10:01 PM
“Dutch people cycle an average of 2.6km each per day. If this pattern was replicated worldwide, annual carbon emissions would drop by 686 million tonnes.
This mammoth figure exceeds the entire carbon footprint of most countries, including the UK, Canada, Saudi Arabia and Australia.” @euronews.com
This mammoth figure exceeds the entire carbon footprint of most countries, including the UK, Canada, Saudi Arabia and Australia.” @euronews.com
Should this instil joy, horror, or gratitude in me?
Miro tells me that in 2025, I spent:
489 hours ‘innovating’ with others
744 hours ‘getting creative’ on a canvas
while working with other 138 people
I spared 3,906 paper stickies, but have no idea about Miro’s energy use.
Miro tells me that in 2025, I spent:
489 hours ‘innovating’ with others
744 hours ‘getting creative’ on a canvas
while working with other 138 people
I spared 3,906 paper stickies, but have no idea about Miro’s energy use.
December 11, 2025 at 11:57 AM
Should this instil joy, horror, or gratitude in me?
Miro tells me that in 2025, I spent:
489 hours ‘innovating’ with others
744 hours ‘getting creative’ on a canvas
while working with other 138 people
I spared 3,906 paper stickies, but have no idea about Miro’s energy use.
Miro tells me that in 2025, I spent:
489 hours ‘innovating’ with others
744 hours ‘getting creative’ on a canvas
while working with other 138 people
I spared 3,906 paper stickies, but have no idea about Miro’s energy use.
Making space for the voice of the user:
Once a month in our all hands meeting at @digitalservice.bund.de, a user researcher presents insights from a user research session and shares how it informs the service work.
Today, @joshuanowak.bsky.social shared the perspective of an indebted user.
Once a month in our all hands meeting at @digitalservice.bund.de, a user researcher presents insights from a user research session and shares how it informs the service work.
Today, @joshuanowak.bsky.social shared the perspective of an indebted user.
![Interview participants who had their bank account blocked due to debt: “
I noticed it when I was at a Rewe [...] and I was standing at the checkout right before a public holiday and wanted to pay, and then it said the transaction was not possible.
Yeah, that's a bit annoying because you don't get informed immediately; you only get the mail later that your account has been garnished. Which, honestly, I think is pretty awful. And then you have to make a lot of phone calls and figure out who is the person or entity that wants money from me, and then it takes time again until the account is reactivated.
So it's really a nasty, horrible process that just takes way too long.
| Googled it [...] and immediately realized, okay, first step is the protected account (P-Konto), to protect yourself so that they don't take away everything, even below the minimum subsistence level. Something like that.](https://cdn.bsky.app/img/feed_thumbnail/plain/did:plc:cmith4m3qzwqeocqn2ptgwft/bafkreiccjzblsai66ziiz7vkc342g3v7knppu6k7ncftmoyh4zblhlxvl4@jpeg)
December 11, 2025 at 9:01 AM
Making space for the voice of the user:
Once a month in our all hands meeting at @digitalservice.bund.de, a user researcher presents insights from a user research session and shares how it informs the service work.
Today, @joshuanowak.bsky.social shared the perspective of an indebted user.
Once a month in our all hands meeting at @digitalservice.bund.de, a user researcher presents insights from a user research session and shares how it informs the service work.
Today, @joshuanowak.bsky.social shared the perspective of an indebted user.
The Int’l #GovDesign community of design-minded people from governments all over the world come together to learn from each other, share best practices and design patterns.
In a new blog post, @karakane-kk.bsky.social, Viktoria and I give an update on the ‘Design in government’ blog for 2025/26:
In a new blog post, @karakane-kk.bsky.social, Viktoria and I give an update on the ‘Design in government’ blog for 2025/26:
Bringing together international public designers in Amsterdam, Berlin and Brussels
Recapping the International Design in Government Community activities this year from a conference in Amsterdam to getting together in Berlin. And sharing what is planned for the community in 2026.
designnotes.blog.gov.uk
December 9, 2025 at 9:58 AM
The Int’l #GovDesign community of design-minded people from governments all over the world come together to learn from each other, share best practices and design patterns.
In a new blog post, @karakane-kk.bsky.social, Viktoria and I give an update on the ‘Design in government’ blog for 2025/26:
In a new blog post, @karakane-kk.bsky.social, Viktoria and I give an update on the ‘Design in government’ blog for 2025/26:
Reposted by Martin Jordan
It is my opinion that people should focus more on
"How do we get through the next five years?"
and less on
"If only it was 2015 again!“
"How do we get through the next five years?"
and less on
"If only it was 2015 again!“
December 6, 2025 at 8:18 PM
It is my opinion that people should focus more on
"How do we get through the next five years?"
and less on
"If only it was 2015 again!“
"How do we get through the next five years?"
and less on
"If only it was 2015 again!“
So much dark matter I am dealing with at the moment.
There is still no better term.
In @cityofsound.bsky.social’s words:
“Dark matter surrounds the various more easily perceptible outcomes that we might produce […] It is the material that absorbs or rejects wider change.”
There is still no better term.
In @cityofsound.bsky.social’s words:
“Dark matter surrounds the various more easily perceptible outcomes that we might produce […] It is the material that absorbs or rejects wider change.”
December 6, 2025 at 6:11 PM
So much dark matter I am dealing with at the moment.
There is still no better term.
In @cityofsound.bsky.social’s words:
“Dark matter surrounds the various more easily perceptible outcomes that we might produce […] It is the material that absorbs or rejects wider change.”
There is still no better term.
In @cityofsound.bsky.social’s words:
“Dark matter surrounds the various more easily perceptible outcomes that we might produce […] It is the material that absorbs or rejects wider change.”
What a push for our discourse on #wholeServices from
@ec.europa.eu & @oecdgovernance.bsky.social – through their 2-year project on life events.
I am still in awe of what I saw in Thursday’s workshop.
Supported by deep cross-country research, new thorough guidance, events and tool sets are coming.
@ec.europa.eu & @oecdgovernance.bsky.social – through their 2-year project on life events.
I am still in awe of what I saw in Thursday’s workshop.
Supported by deep cross-country research, new thorough guidance, events and tool sets are coming.
December 6, 2025 at 3:03 PM
What a push for our discourse on #wholeServices from
@ec.europa.eu & @oecdgovernance.bsky.social – through their 2-year project on life events.
I am still in awe of what I saw in Thursday’s workshop.
Supported by deep cross-country research, new thorough guidance, events and tool sets are coming.
@ec.europa.eu & @oecdgovernance.bsky.social – through their 2-year project on life events.
I am still in awe of what I saw in Thursday’s workshop.
Supported by deep cross-country research, new thorough guidance, events and tool sets are coming.
“A change in the circumstances of a user which creates a need to use a public administrative service or services, and that may require co-ordination and integration between different service providers”
—life event definition for public #serviceDesign, shared by @oecdgovernance.bsky.social this week
—life event definition for public #serviceDesign, shared by @oecdgovernance.bsky.social this week
December 6, 2025 at 12:54 PM
“A change in the circumstances of a user which creates a need to use a public administrative service or services, and that may require co-ordination and integration between different service providers”
—life event definition for public #serviceDesign, shared by @oecdgovernance.bsky.social this week
—life event definition for public #serviceDesign, shared by @oecdgovernance.bsky.social this week