case study: ux methodology design for public e-services in lithuania
DESCRIPTION
This is a presentation from UX Riga 2014 user experience design conference. A case study is about the process and results of E-Services UX Methodology development for Lithuanian public sector.TRANSCRIPT
UX Methodology Design
Public e-Services in Lithuania
Ramune Norkute, Idea Code
Information Society Development Committee
Shaping Lithuania’s state policy in the development of information and communications technologies
Creation of a modern information society
Human factors framework
1 Year Ahead
Vacation is nice...
6 Months Ahead
Diving?...
6 Months Ahead
Mountains?...
2 Weeks Ahead
What Happened
Abstract, big picture, no specifics
Specific plans,
detailsCh
oic
es
Far away Close
Geek terms: Construal Level Theory
Relaxed Panic
How is this relevant to the public sector UX?
E-Service
Abstract requirements (law), general discussions
Complete actions
to reach a planned
resultA
cti
on
s
Far away Close
Functional requirements
Fully operational e-service
???Good UX
Assumes that
people read
minds
Issues with Functional Requirements
Have no idea what
users need
“Know” what users need
Has a different vision in
mind
What happens then…
Abstract requirements (law), general discussions
Completion of specific actions
to reach a planned result
Acti
on
s
Far away Close
Functional requirements
“This is not what we meant”???
Bad UX
Solutions?
Need to1. Make people communicate their ideas early
2. Realize the difference between yourself and the user
3. Get the users involved
4. Build a common vision
5. Translate common vision into specific actions when you are far away from the deadline
Agile
Legal issues
Too risky
New
Sounds
magic
Traditional
UX Methodology
Common Principles1. User needs in the center
2. Regular user research and involvement
3. Design and development based on user resarch findings
4. Regular measurement of user experience
High level process
Define the „good“
Implement the „good“
Support the „good“
Process in more detail
Idea Design Implement SupportLiquidat
e
Modernize
Define the „good“
Implement the „good“
Support the „good“
Tools Stakeholder list Customer journey
Target group description Service blueprint
Persona description Business process diagrams
Survey Wireframes
User observation Sitemap
User interview Interactive UI prototype Diary study Card sorting
Focus group A/B testing
Usability evaluation User interface guidelines
Usability testing
Idea
Identify user needs, generate and explore e-service ideas, which match those needs.
Idea Design Implement SupportLiquidat
e
Modernize
Stakeholder list Target group description Persona description Customer journey
Survey
User observation
User interview or diary study
Design
Formulate specific e-service solution, which will be implemented. Value to users. Clear components.
Idea Design Implement SupportLiquidat
e
Modernize
Service blueprint (draft)
Business process diagrams
Wireframes
Sitemap
Usability evaluation
Usability testing
Implement
Code, create, build, install, setup user centered e-service solution components. Test-improve-launch.
Idea Design Implement SupportLiquidat
e
Modernize
Service blueprint (draft)
Business process diagrams
Interactive UI prototype
Wireframes
Usability evaluation
Usability testing
User interface guidelines
Support
Carry out support, solve problems, implement minor changes. Monitor results.
Idea Design Implement SupportLiquidat
e
Modernize
Rolling 5 year
targets after launch
Initial launch targets
Measurement system
• People• Infrastructure• Communication• Processes
Modernize
Implement changes due to environment , technology, process and other factors. Test-improve-launch.
Idea Design Implement SupportLiquidat
e
Modernize
Liquidate
Liquidate a no longer needed e-service. Inform users. Ensure transition.
Idea Design Implement SupportLiquidat
e
Modernize
Implementation
Document pack
UX Methodology (Process+Tools)
Tool Use Examples
Procurement Guidelines
Usability Problem Solution Guide
Training materials
Available at: http://epaslaugos.ideacode.lt/
Timeline
2013.03-09
2013.10 2013.10-12
2014
TrainingsMethodology development
Publication Formalization
Takeaways
E-Service
Abstract requirements (law), general discussions
Completion of specific actions
to reach a planned result
Acti
on
s
Far away Close
Functional requirements
“This is not what we meant”???
Bad UX
Before…
Spend less on figuring out what to do early
Spend more on fixing bad UX later
New Process and Tools
Define the „good“
Implement the „good“
Support the „good“
Future valueSpend more on figuring out what to do early
Spend less on fixing bad UX later
Thank you
Methodology (in Lithuanian) available at: http://epaslaugos.ideacode.lt/