Usability for Government: improving service delivery

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

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

People Confusion Frustration Anger

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[object Object],Stats from Nielsen Online, March 2008 Boundaries

[object Object],Stats from Australians’ use of and satisfaction with e-Government Services 2007, AGIMO December 2008 Boundaries

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Boundaries Source: Demographic Profiling of Victorian Government Website Visitors 2007

[object Object],[object Object],[object Object],Culture

[object Object],[object Object],[object Object],[object Object],Culture

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

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

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

We need to design effective and holistic user experiences

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

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[object Object],[object Object],Mom’s desktop.. By striatic aturkus from http://www.flickr.com/photos/striatic/131932697/ Available under a Creative Commons Attribution 2.0 Generic license

[object Object],[object Object],[object Object],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.

[object Object],[object Object],[object Object],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.

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

Card sorting Designing with users

Wireframes Designing with users

[object Object],[object Object],[object Object],[object Object],[object Object],Evaluating - Expert review

Evaluating – Usability testing

Evaluating – Standards checking

[object Object],[object Object],[object Object],[object Object],[object Object],* Refer to Donna (Maurer) Spencer’s excellent article: http://www.boxesandarrows.com/view/four_modes_of_seeking_information_and_how_to_design_for_them

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[object Object],[object Object],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

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Need more info? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Usability for Government: improving service delivery

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