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Accessibility - building products and services so that anyone can use them when they need to.

This includes people:

  • who have a disability or condition
  • with English as their second language
  • with low literacy
  • who are not confident using digital technology


Agile is a way of working which helps teams to work together to achieve their goals. People with different roles work together in teams face-to-face or remotely. The team use agile methods to meet the user need, test early and change direction if there is evidence to support it.

Projects include lots of short activities and regular reviews. This is so that it is possible to make changes to products before they are too established. Progress is measured against achieving outcomes, not completed tasks.

Agile is not only about having stand-ups and using post-its. It’s important to have the right team roles, collaborative working culture and agile methods in place.

Agile methods

Tools, methods or activities which help people to work in an agile way. Agile methods create shared understanding and allow teams to use data and insights from users to inform decisions about what to focus on next.

Agile principles

12 principles that provide the foundations for working in an agile way. The practice focuses on creating spaces where teams can continuously learn, improve, grow and produce.

Align thinking

Make sure that everyone has a shared understanding of what the team is doing or trying to achieve.


The stage of a project where you try out different solutions to a problem. The product or service may only have minimal features at this point. The idea is to test whether the concept works for the user before spending time and money developing it. Alpha comes after the Discovery stage and before the Beta stage.


Something we assume to be true about our users or product. Often this is tested in research.

Assumption mapping

A technique to work out what we do and do not know about our users. This helps to decide what to focus on first for research.


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