How To Create Government Websites That Don't #FAIL

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Overview and notes for OpenGovWest 11 panel on website usability

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  • 1.How To Create Government Websites That Dont #FAIL Kathy E. Gill, University of Washington Dustin Hodge, UX Designer Gordon Ross, OpenRoad

2. 1. Be Useful 2. Be Usable 3. Be Accessible 4. Be Attractive 5. Be Social 6. Think Mobile 3. The Internet Is Mainstream

  • 82% of Americans online usegovernment websites
  • 48%have looked online for information about a local, state or federal public policy or issue
  • 46% havechecked out the services a government agency provides
  • Pew Internet & American Life Project, How Americans Use Government Websites , April 27, 2010

4. But They Cant Always Get What They Want 5. Successful Engagement Means

  • Cost Savings 80% more likely to use website as primary interaction channel
  • Word of Mouth Advertising 79% more likely to recommend the site
  • Foresee Results, Making the Case for E-Gov, April 26, 2011
  • 110 websites; 330,000 surveys

6. 7. No #1 Citizen Priority For Improvement Functionality Transparency (a tie) 8. Benchmark Federal Govt Sites

  • Social Security Administration, iClaimsocialsecurity.gov/applyonline
  • Social Security Administration, Estimatorssa.gov/estimator
  • Social Security Administration, Prescription Drug Plans socialsecurity.gov/i1020

9. Panel:

  • Case-Studies With Lessons Learned
    • Dustin : City of Seattle
    • Gordon : City of Vancouver BC
    • Notes appended to this deck
  • Followed by Q&A
  • Ill monitor backchannel: #ogw11 #web (this is not Sarahs hashtag!)

10. A Word About Social . Its More Than Facebook 11. Dont Make Us Create New Accounts To Access Info . But Dont Limit Us To FacebookConnect, Either! 12. And A Word About Mobile 13. Thank You!

  • Kathy E. Gill, @kegill
  • Dustin Hodge, @zelbinian
  • Gordon Ross, @gordonr
  • Panel PresentationatOpenGovWest
  • May 13, 2011
  • Portland, OR
  • Slide design influenced byNZ Company Optimal Usability

14. Notes From Gordon Page 1

  • Peter Morville
    • OReilly Book:Information Architecture
    • Usability Honeycomb
  • Evolution of Web Design Patterns
    • Web 1.0 (design anti-pattern): website organizations mirrors org chart
    • Next step: organization by type of customer (who am I? who does the site think I am?)
    • Task organization -> think verbs not nouns

15. Gordon - 2

  • Richard Saul Wurman (how to classify information)
    • Location
    • Alphabet
    • Time
    • Category
    • Hierarchy

16. Gordon - 3

  • Subject Matter Classification Experiment: chicken, cow, grass which of the one of those three does not belong?
    • How many said chicken?
    • How many said cow?
    • How many said grass?
  • There is no one true civic IA hypothesize and test

17. Gordon - 4

  • The City of Vancouver confused the City with the city institution and governance versus geographic plexis
  • Research into mental models of citizens of Vancouver

18. Dustin Page 1

  • Usability study for Seattle.gov
  • Myths:
    • Everything needs to be above the fold
    • Everything needs to be found in three clicks
  • Steve Krug:
    • Dont Make Me Think
    • Rocket Surgery Made Easy

19. Dustin - 2

  • Hooked up with Deal-a-Day sites to give participants things like $25 for only $15 targeted business users and citizens
  • Instead of setting up fancy usability lab
    • Used cubicle in Seattle gov office + webcam
    • Conference room elsewhere, with managers and IT people, watching
    • The power of real time observation (or video later)
    • Led to ad hoc committee formation in the room
    • Can be done in-house inexpensively

20. Group Questions

  • When will Seattle implement the redesign?
    • Already done some in stages
  • Gordon -> when we do usability tests for govt sites we do a findability task findability does not always = task success
  • Kathy puts a plug in for metadata for documents

21. Group Questions - 2

  • What happens when you start letting people categorize (tag) data?
    • Dustin -> there was a thought about My.Seattle.Gov
  • Handhelds and the small screen
    • Gordon -> think context of use how are people using mobile devices in the world