Presentation Title

Month Day, Year

PresenterPresenter Title

Delivering a Better Citizen Experience for

North Carolina

August 29, 2018

Billy HyltonDirector, Digital Solutions

A great, seamless experience…

A great, seamless experience…

What is citizen experience?The interactions between government and citizens (and

businesses, etc.) across different channels.

Emerging channels

“Experience” is growing in importance

Digital GovernmentFirst time in NASCIO’s “StateCIO Top 10 Priorities” list for 2018.

We must address culture, mindset, operations, processes, and moreIt’s not just a new app or platform, y’all.

User Experience Practices (UX)

“Design Thinking”

Iterative Development

Purchasing/Procurement

Cloud Services

Omni-Channel & Content

Measuring Citizen Experience

Universal Access/Accessibility

DevOps & APIs

“Product” Mindset

Workforce & Culture

Digital Standards

Design services around the needs of usersInfrastructure

Application

User Experience Platform

Attribution: Dustin Haisler

Design thinking

1. Understand the problem.

2. Explore possible solutions.

3. Iterate.

4. Implement.

Design thinking

Meeting business needs + user needs

We found the workshops to be very helpful. They brought us together and forced us to think about what the end user was seeking when they visited our website.

Our team members provided representation from various bureaus and divisions within NCDOL who don’t work together on a daily basis.

Having representatives from all sections of our department really helped us identify and prioritize the information we needed to profile on our new website.

Dolores QuesenberryDirector of Communications, Department of Labor

READ THE CASE STUDYhttps://it.nc.gov/pvrograms/digital-commons/case-study-dol

Know your audiencePersonas and empathy maps help us understand user needs and remove guesswork

Represent user groups based on both qualitative and quantitative research

Test on real end-users before you build

Tested site structure with real user tasks using “TreeJack” product by Optimal Workshop.

“Tree tests” can validate findability of information

Customer journey mapsMap the experience from start to finish

Attribution: US. Digital Services

User Experience (UX) rolesUX Designers and UX Developers will be a new role in government

Content is still kingLet’s start thinking beyond the browser

Content should be structured

Truly understand users’ content needs

Shouldn’t content be a priority?

Challenge: Many agency websites and digital properties do not have dedicated content support (i.e. “I’m wearing three different hats – one is the website content”). As a result, website and digital content is poorly organized, out of date, and not aligned to user needs.

Goal: Dedicated Content Specialists. Or fewer hats!

Collaboration across roles and organization unitsWe Are NC Gov

Takeaways & resources

• Seek to first understand user/citizen needs.

• Observe and document where pain points exist.

• Connect the disparate channels. Find and fix the “gaps” in a citizen’s journey. This includes non-digital channels!

• Think beyond the browser (and apps). Omni-channel content.

• IT needs to embrace marketing, communications, and design.

18F - Method Cards - A collection of tools to bring human-centered design into your project. Includes Journey Mapping, Personas, Storyboarding, Task Flow Analysis, and more. https://methods.18f.gov/

Usability.gov - https://www.usability.gov/

Plain language - https://www.plainlanguage.gov/Plain language makes it easier for the public to read, understand, and use government communications.

https://methods.18f.gov/https://www.usability.gov/

@NCDIT@BroadbandIO@ncicenter

NCDIT

NC Department of Information Technology

NC DIT

Let’s Connect!

it.nc.gov

@NCDIT

Slide Number 1Slide Number 2Slide Number 3Slide Number 4Slide Number 5Slide Number 6Slide Number 7Slide Number 8Slide Number 9Slide Number 10Slide Number 11Slide Number 12Slide Number 13Slide Number 14Slide Number 15Slide Number 16Slide Number 17Slide Number 18Slide Number 19Slide Number 20Slide Number 21Slide Number 22Slide Number 23