Usability for Government: improving service delivery

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Information about Usability for Government: improving service delivery

Published on August 23, 2008

Author: RuthEllison

Source: slideshare.net

Description

This 'Usability for Government: improving service delivery' was presented at the Local Government Web Network Conference 2008, in Sydney. This presentation highlights the importance of usability and user-centred design and provide practical tips for improving much more than just the look and feel of your website.

Usability for Government: improving service delivery Ruth Ellison & Adrian Newton Local Government Web Network Conference 2008 22 August 2008

Introduction

People Feel People

People Feel

Cameron Adams - Web Design: Print = visual Web = interactive Interaction : behaviour : feelings People

Cameron Adams - Web Design:

Print = visual

Web = interactive

Interaction : behaviour : feelings

People Satisfaction? Relief? Impressed? But probably not happy...

People Confusion Frustration Anger

Brian Hardy- Accessibility: ” Put the user in control ” People

Brian Hardy- Accessibility:

” Put the user in control ”

Involve users in design: What do they want? How do they want to do it? People

Involve users in design:

What do they want?

How do they want to do it?

Collaborative design extends beyond the user. Boundaries

Collaborative design extends beyond the user.

Governments: Large, conservative bureaucracies Hierarchically structured Functionally organised Boundaries

Governments:

Large, conservative bureaucracies

Hierarchically structured

Functionally organised

Functional silos distance stakeholders from each other Boundaries

Functional silos distance stakeholders from each other

Silos reflect functional specialisation. Boundaries

Silos reflect functional specialisation.

Build synergy through cross-functional teaming. Boundaries

Build synergy through cross-functional teaming.

80% of Australians now use the internet Stats from Nielsen Online, March 2008 Boundaries

80% of Australians now use the internet

59% of Australians internet users have contacted Government at least once in the past 12 months Stats from Australians’ use of and satisfaction with e-Government Services 2007, AGIMO December 2008 Boundaries

59% of Australians internet users have contacted Government at least once in the past 12 months

User expectations are evolving: 61% locality based information online 60% ask/answer questions by email 29% live chat while browsing 27% personalise government sites 11% access services by mobile Boundaries Source: Demographic Profiling of Victorian Government Website Visitors 2007

User expectations are evolving:

61% locality based information online

60% ask/answer questions by email

29% live chat while browsing

27% personalise government sites

11% access services by mobile

” Culture is cultivated behaviour ” Texas A&M University Cultivate behaviour by transmitting experience through learning Culture

” Culture is cultivated behaviour ”

Texas A&M University

Cultivate behaviour by transmitting experience through learning

Adapt approach: Communicate Integrate Iterate Culture

Adapt approach:

Communicate

Integrate

Iterate

Joanna Lewis – IA ” It’s not about Town Hall... ” Adapt your services by engaging your users. Culture

Joanna Lewis – IA

” It’s not about Town Hall... ”

Adapt your services by engaging your users.

Embed usability. Culture

Embed usability.

What is usability?

I'm as confused about this intersection as that sign is.... By sweeneytoad from http://www.flickr.com/photos/sweeneytoad/344506101/ Available under a Creative Commons Attribution 2.0 Generic license

Hmmm... By aturkus from http://www.flickr.com/photos/aturkus/395919628/ Available under a Creative Commons Attribution 2.0 Generic license

Red route - Road signs on my way to work by Gaetan Lee from http://www.flickr.com/photos/gaetanlee/152102309/ Available under a Creative Commons Attribution 2.0 Generic license

“ Usability really just means making sure that something works well ”   Steve Krug

“ Usability really just means making sure that something works well ”  

Steve Krug

Lets take a look at paying rates via the internet

Lets take a look at paying rates via the internet

Meet Jenny

Meet Jenny

Wants to pay her rates online

Wants to pay her rates online

Needs to create an account before she can pay her rates

Needs to create an account before she can pay her rates

Interrupted by baby Lachlan

Interrupted by baby Lachlan

Pick Sam from school

Pick Sam from school

It’s not that simple

It’s not that simple

It’s more than just a simple function It’s now about people

Time is precious

Time is precious

Time is money

Time is money

What type of user experience do you want your residents to have?

We need to design effective and holistic user experiences

“ Design is not decoration ” Garr Reynolds

“ Design is not decoration ”

Garr Reynolds

Consider the user experience right from the beginning

Consider the user experience right from the beginning

Take a user centred approach

Take a user centred approach

 

Research

Flip-flops by theogeo from http://www.flickr.com/photos/theogeo/619457456 Available under a Creative Commons Attribution 2.0 Generic license

Who are your users? Flip-flops by Joe Shlabotnik from http://www.flickr.com/photos/joeshlabotnik/305410323/ Available under a Creative Commons Attribution 2.0 Generic license

Many different techniques Understand the business Understand the users Understand the content

Many different techniques

Understand the business

Understand the users

Understand the content

Understanding the business Stakeholder interviews Requirements analysis

Understanding the business

Stakeholder interviews

Requirements analysis

Understanding the users Contextual enquiry Mom’s desktop.. By striatic aturkus from http://www.flickr.com/photos/striatic/131932697/ Available under a Creative Commons Attribution 2.0 Generic license

Understanding the users

Contextual enquiry

Understanding the users Surveys

Understanding

the users

Surveys

Archetypes that represent the main user groups of a site Understanding the users Personas Mark Personal information Age: 20 Location: Sydney suburbs Access internet: from home and uni Internet usage: daily Background Mark is a full time student at Uni of NSW. He’s studying journalism and is particularly interested in citizen generated media. He uses the internet on a daily basis and keeps up with his friends via social networking sites such as Facebook. He lives in a sharehouse with two other people.

Archetypes that represent the main user groups of a site

Understanding the users

Personas

Short story about a user interacting with a site Understanding the users Scenarios Ordering a new bin Mark is a full time student at Uni of NSW studying journalism . He lives in a sharehouse with two other friends. Mark recently discovered that their rubbish bin was damaged. As it is nearly bin collection day, he and his housemates need to organise for a new bin.

Short story about a user interacting with a site

Understanding the users

Scenarios

“ A mind-numbingly detailed odyssey through your web site ” Jeffrey Veen Understanding the content Content audit

“ A mind-numbingly detailed odyssey through your web site ”

Jeffrey Veen

Understanding the content

Content audit

User Goals Business Goals What users want to achieve by using your website What the business wants to achieve by releasing the website Designing with users

Design

 

Card sorting Designing with users

Example only

Example only

Wireframes Designing with users

Visual treatment

Evaluate

“ Fortune 1000 companies each spend an average of $2 million per year on site redesigns, without knowing if the redesign made the site easier to use. ” Forrester Research

“ Fortune 1000 companies each spend an average of $2 million per year on site redesigns, without knowing if the redesign made the site easier to use. ” Forrester Research

Evaluation techniques Expert review Usability testing – formal & guerrilla Standards checking

Evaluation techniques

Expert review

Usability testing – formal & guerrilla

Standards checking

Review design against industry standards, heuristics and current research Examples from Jakob Nielsen: Error prevention Consistency & standards Match between system and the real world Evaluating - Expert review

Review design against industry standards, heuristics and current research

Examples from Jakob Nielsen:

Error prevention

Consistency & standards

Match between system and the real world

Evaluating – Usability testing

Evaluating – Standards checking

10 tips to take away

Tip #1 Think about who your users are

Tip #1

Think about who your users are

“ Know thy user, and you are not thy user ” Society for Technical Communication

“ Know thy user, and you are not thy user ”

Society for Technical Communication

People aren’t going to your website to be entertained

People aren’t going to your website to be entertained

People are task focussed

People are task focussed

Tip #2 Think about how they find information on your site

Tip #2

Think about how they find information on your site

4 types of information seeking behaviour* Known item Exploratory Don’t know what you need to know Re-finding * Refer to Donna (Maurer) Spencer’s excellent article: http://www.boxesandarrows.com/view/four_modes_of_seeking_information_and_how_to_design_for_them

4 types of information seeking behaviour*

Known item

Exploratory

Don’t know what you need to know

Re-finding

Tip #3 Get users involved early in the design process

Tip #3

Get users involved early in the design process

Tip #4 Usability testing doesn’t have to be expensive (or usability testing on a shoestring)

Tip #4

Usability testing doesn’t have to be expensive

(or usability testing on a shoestring)

Guerrilla usability testing Need a room Mock-ups of the design Users Set some realistic tasks Observe Analyse

Guerrilla usability testing

Need a room

Mock-ups of the design

Users

Set some realistic tasks

Observe

Analyse

Tip #5 Content is key!

Tip #5

Content is key!

“ 5% of your website delivers 25% of value ” Gerry McGovern Giraffe - Kruger National Park by Yogi from http://www.flickr.com/photos/yogi/410605111/ Available under a Creative Commons Attribution-Share Alike 2.0 Generic license

“ 5% of your website delivers 25% of value ”

Gerry McGovern

Tip #6 Consider how offline communications complement the online world

Tip #6

Consider how offline communications complement the online world

Example Case Study from UseIt.com

Example Case Study from UseIt.com

Tip #7 Always let your user know where they are and what to expect  This way

Tip #7

Always let your user know where they are and what to expect

Tip #8 Keep it simple

Tip #8

Keep it simple

Tip #9 Don’t skip the research

Tip #9

Don’t skip the research

Tip #10 Integrated approach to accessibility and usability right from the start

Tip #10

Integrated approach to accessibility and usability right from the start

 

Questions?

Need more info? Adrian Newton – General Manager Email: [email_address] Phone: 02 8021 8699 Mobile: 0413 875 325 Ruth Ellison – Senior Consultant Email: [email_address] Phone: 02 6280 7834 Mobile: 0423 763 314 Twitter: @ruthellison Find us at www.stamfordinteractive.com.au

Adrian Newton – General Manager

Email: [email_address]

Phone: 02 8021 8699

Mobile: 0413 875 325

Ruth Ellison – Senior Consultant

Email: [email_address]

Phone: 02 6280 7834

Mobile: 0423 763 314

Twitter: @ruthellison

Find us at www.stamfordinteractive.com.au

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