Usability for Government: improving service delivery
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The document discusses the importance of usability in government services to enhance citizen engagement and satisfaction. It emphasizes the need for a user-centered design approach, involving users in the design process and understanding their needs and behaviors. Key recommendations include early user involvement, conducting usability testing, and ensuring content is easily accessible and relevant.
![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](https://image.slidesharecdn.com/usabilitylocalgovconfstamford-1219532778737722-8/85/Usability-for-Government-improving-service-delivery-85-320.jpg)
Usability for Government: improving service delivery
- 1. Usability for Government: improving service delivery Ruth Ellison & Adrian Newton Local Government Web Network Conference 2008 22 August 2008
- 2. Introduction
- 4. Cameron Adams - Web Design: Print = visual Web = interactive Interaction : behaviour : feelings People
- 5. People Satisfaction? Relief? Impressed? But probably not happy...
- 6. People Confusion Frustration Anger
- 7. Brian Hardy- Accessibility: ” Put the user in control ” People
- 8. Involve users in design: What do they want? How do they want to do it? People
- 9. Collaborative design extends beyond the user. Boundaries
- 10. Governments: Large, conservative bureaucracies Hierarchically structured Functionally organised Boundaries
- 11. Functional silos distance stakeholders from each other Boundaries
- 12. Silos reflect functional specialisation. Boundaries
- 13. Build synergy through cross-functional teaming. Boundaries
- 14. 80% of Australians now use the internet Stats from Nielsen Online, March 2008 Boundaries
- 15. 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
- 16. 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
- 17. ” Culture is cultivated behaviour ” Texas A&M University Cultivate behaviour by transmitting experience through learning Culture
- 18. Adapt approach: Communicate Integrate Iterate Culture
- 19. Joanna Lewis – IA ” It’s not about Town Hall... ” Adapt your services by engaging your users. Culture
- 22. 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
- 23. Hmmm... By aturkus from http://www.flickr.com/photos/aturkus/395919628/ Available under a Creative Commons Attribution 2.0 Generic license
- 24. 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
- 25. “ Usability really just means making sure that something works well ” Steve Krug
- 26. Lets take a look at paying rates via the internet
- 27. Meet Jenny
- 28. Wants to pay her rates online
- 29. Needs to create an account before she can pay her rates
- 30. Interrupted by baby Lachlan
- 31. Pick Sam from school
- 32. It’s not that simple
- 33. It’s more than just a simple function It’s now about people
- 34. Time is precious
- 35. Time is money
- 36. What type of user experience do you want your residents to have?
- 37. We need to design effective and holistic user experiences
- 38. “ Design is not decoration ” Garr Reynolds
- 39. Consider the user experience right from the beginning
- 40. Take a user centred approach
- 42. Research
- 43. Flip-flops by theogeo from http://www.flickr.com/photos/theogeo/619457456 Available under a Creative Commons Attribution 2.0 Generic license
- 44. 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
- 45. Many different techniques Understand the business Understand the users Understand the content
- 46. Understanding the business Stakeholder interviews Requirements analysis
- 47. 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
- 48. Understanding the users Surveys
- 49. 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.
- 50. 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.
- 51. “ A mind-numbingly detailed odyssey through your web site ” Jeffrey Veen Understanding the content Content audit
- 52. 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
- 53. Design
- 55. Card sorting Designing with users
- 56. Example only
- 57. Wireframes Designing with users
- 58. Visual treatment
- 59. Evaluate
- 60. “ 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
- 61. Evaluation techniques Expert review Usability testing – formal & guerrilla Standards checking
- 62. 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
- 63. Evaluating – Usability testing
- 64. Evaluating – Standards checking
- 65. 10 tips to take away
- 66. Tip #1 Think about who your users are
- 67. “ Know thy user, and you are not thy user ” Society for Technical Communication
- 68. People aren’t going to your website to be entertained
- 69. People are task focussed
- 70. Tip #2 Think about how they find information on your site
- 71. 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
- 72. Tip #3 Get users involved early in the design process
- 73. Tip #4 Usability testing doesn’t have to be expensive (or usability testing on a shoestring)
- 74. Guerrilla usability testing Need a room Mock-ups of the design Users Set some realistic tasks Observe Analyse
- 75. Tip #5 Content is key!
- 76. “ 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
- 77. Tip #6 Consider how offline communications complement the online world
- 78. Example Case Study from UseIt.com
- 79. Tip #7 Always let your user know where they are and what to expect This way
- 80. Tip #8 Keep it simple
- 81. Tip #9 Don’t skip the research
- 82. Tip #10 Integrated approach to accessibility and usability right from the start
- 84. Questions?
- 85. 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