Annika Naschitzki gave this presentation at UX Australia, Sydney, 2014. In order to transform government services, New Zealand government established the Better Public Services programme. In this Result 10 looks at improving the way that New Zealanders can deal with government digitally. Annika's presentation describes the Result 10 strategy, all-of-government discussions and first lessons' learned in the aim to improve the user-friendlyness of government online services.

1. Government services
under transformation

7. Better Public Services

8. System
Services are designed
around government,
not around New Zealanders

9. The Goal
New Zealanders can complete their
transactions with government easily in a
digital environment

10. The Agencies

11. The Target

12. Making it happen
Support New Zealanders through
the digital transactions
Redesign services around the
customer
Increase system capability

13. Make digital transactions more
user-friendly, starting with the
Result 10 “basket”

14. UX = QuickFIX

15. (Permitting)
Environment
UX
Barriers
Capability

16. No one sets out to create
something un-usable.
9
We wondered
So how is it that un-usable
services/sites/channels
even exist?

17. Business Owners,
Project Managers,
SME’s
BA’s, Developers,
SME’s
IT Team, Testers,
Developers
Information base
Identify customer need Research &
Design
• Little or no Post-Implementation Plan
• Little or no Continuous Improvement
• Little or no structured collection of longitudinal,
scalable, end-to-end customer insights
Build & Test
Project Lifecycle

18. Business Owners,
Project Managers, SME’s
BA’s, IT team, Designers, SME’s, Change
managers, Developers, Business owners
Identify customer need Design, test and develop iteratively &
• Testing & iterations planned & budgeted for
• Availability of reliable, holistic customer insights
to identify needs & guide strategies
• Scalable continuous improvement
collaboratively
Information base
Project Lifecycle

19. What if…
Bad usability = Risk
Users = Subject Matter Experts
User data = Equal to ROI, Sales, etc
User success = Key Performance
Measurement
9
Provocations

20. The Bad News
There is no ‘Quick Fix’ for user-friendliness
i.e. that gets you what you actually need

21. The GOOD News
The actual solution is a gift that keeps on giving!
i.e. it gets you more than you thought you
needed

22. Lessons learned
!!!

23. #1: Foster a UX community for support
You are NOT alone in this.

24. #2: Building trust is worth your time
Understanding your stakeholders’ language and
will get you a long way.

25. #3: Make them want to come to your party
Make your initiative enticing, you have a lot to offer, e.g.
or technical support

26. #4: Timing, timing, timing…
Transformation means playing ‘multi dimension chess’

27. Thanks!
Questions?