Designing with Purpose
Embedding User-Centred Design in Software Development
In the ever-evolving landscape of digital transformation, the most successful software solutions are not those that simply function—they are those that resonate.
True success isn’t measured by how many features we ship—it’s measured by how well those features serve the people who use them. User-Centred Design (UCD) is the discipline that ensures we don’t lose sight of that.
User-Centred Design (UCD) is not a buzzword or a box-ticking exercise. It’s a mindset. A discipline. A commitment to ensuring that the people who use our systems are not just consulted, but actively involved in shaping them.
What Is User-Centred Design?
At its core, UCD is a design philosophy that places the user at the heart of every decision. It’s about understanding real-world needs, behaviours, and pain points—and using that insight to inform every stage of the design and development process. This isn’t just about usability testing at the end. It’s about co-creation from the start.
The process typically follows an iterative cycle: Discover, Define, Develop, and Deliver—a structure often referred to as the Double Diamond framework
Each phase is an opportunity to engage with users, validate assumptions, and refine solutions based on evidence, not guesswork.
Why It Matters
Too often, software is built around organisational structures or technical constraints, rather than the lived experiences of the people who use it. The result? Friction. Low adoption. Missed opportunities.
UCD flips that script. It ensures that what we build is not only functional but meaningful. It reduces rework, accelerates adoption, and ultimately delivers better outcomes—for users and for the business.
A Notional Use Case: Community Health Portal Redesign
Imagine a public sector organisation tasked with redesigning its digital portal for community health services. The existing system is outdated, difficult to navigate, and underused—particularly by vulnerable groups who rely on it most.
Rather than jumping straight into solution mode, the team adopts a UCD approach. They begin by engaging with a diverse group of users: parents of children with disabilities, elderly residents, carers, and frontline health workers. Through interviews, journey mapping, and contextual inquiry, they uncover a range of unmet needs—some expected, others surprising.
For example, many users struggle with medical jargon and prefer plain language. Others rely on mobile devices but find the current site inaccessible. Some users are hesitant to engage at all due to past negative experiences.
Armed with these insights, the team co-designs a new portal. They prototype iteratively, test early and often, and continuously refine based on feedback. They also work closely with the organisation’s change and comms teams to ensure that the rollout is supported by clear messaging and training.
The result? A portal that’s not only easier to use, but also more trusted. Uptake increases, call centre volumes drop, and—most importantly—users feel seen and supported.
Irish Examples of User-Centred Design in Software Development
1. HSE’s COVID-19 Tracker App
The Health Service Executive (HSE) launched the COVID Tracker app in 2020, which became a standout example of UCD in public health technology. The app was developed with a strong emphasis on accessibility, privacy, and ease of use. It underwent multiple rounds of user testing with diverse groups, including older adults and people with disabilities, to ensure it was intuitive and trustworthy. The result was one of the most widely adopted contact tracing apps in Europe, with over 1.7 million downloads in its first month.
Key UCD features:
Simple, non-technical language
Clear consent flows and privacy controls
Real-time feedback and alerts
Designed for low digital literacy
2. Revenue.ie Redesign
Ireland’s Revenue Commissioners undertook a major redesign of their digital services to improve usability for both individuals and businesses. The project involved extensive user research, including interviews, usability testing, and behavioural analysis. The new design focused on simplifying tax-related tasks, reducing jargon, and improving mobile responsiveness.
Key UCD features:
Task-based navigation (e.g. “Pay your tax”, “Claim a refund”)
Contextual help and tooltips
Responsive design for mobile and tablet users
Iterative improvements based on user feedback
3. MyGovID and the Public Services Card
The Department of Social Protection’s MyGovID platform was developed to streamline access to government services. UCD was embedded in the design process to ensure that users could easily verify their identity and access services like social welfare, driving licence renewals, and medical card applications.
Key UCD features:
Step-by-step guidance through complex processes
Multilingual support
Integration with assistive technologies
Consistent design patterns across services
4. Transport for Ireland (TFI) Journey Planner
Developed by the National Transport Authority, the TFI Journey Planner is a multi-modal travel planning tool that helps users navigate public transport across Ireland. The design team conducted field research with commuters, tourists, and people with disabilities to understand real-world travel behaviours and frustrations.
Key UCD features:
Real-time updates and alerts
Accessibility options (e.g. step-free routes)
Personalised journey preferences
Integration with Leap Card and fare calculators
Making It Work in Practice
Implementing UCD at scale requires more than good intentions. It demands structure, tools, and cultural buy-in. Ensure structure on your next project by leveraging this practical model for embedding UCD into delivery:
Workshops and Interviews: Using the Double Diamond method to explore business problems and user needs.
Personas and Journey Mapping: Creating artefacts that serve as a constant reference point throughout delivery.
Prototyping and Testing: Building and validating solutions in partnership with users.
Sync with Change and Tech: Ensuring alignment across business, technical, and change teams to avoid silos and maximise impact
This approach doesn’t just deliver better software—it builds trust, fosters collaboration, and ensures that change is something people feel part of, not subject to.
Final Thoughts
User-Centred Design isn’t a luxury. It’s a necessity. In a world where expectations are high and patience is low, designing with users—not just for them—is the only way to create software that sticks.
As leaders in Business Change and Design, we have a responsibility to champion this approach, not only in our projects but in our culture.
Because when we listen to users, we don’t just build better systems. We build better relationships.
