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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<ul><li>1.How To Create Government Websites That Dont #FAIL Kathy E. Gill, University of Washington Dustin Hodge, UX Designer Gordon Ross, OpenRoad</li></ul> <p>2. 1. Be Useful 2. Be Usable 3. Be Accessible 4. Be Attractive 5. Be Social 6. Think Mobile 3. The Internet Is Mainstream </p> <ul><li>82% of Americans online usegovernment websites </li></ul> <ul><li>48%have looked online for information about a local, state or federal public policy or issue </li></ul> <ul><li>46% havechecked out the services a government agency provides </li></ul> <ul><li>Pew Internet &amp; American Life Project, How Americans Use Government Websites , April 27, 2010 </li></ul> <p>4. But They Cant Always Get What They Want 5. Successful Engagement Means </p> <ul><li>Cost Savings 80% more likely to use website as primary interaction channel </li></ul> <ul><li>Word of Mouth Advertising 79% more likely to recommend the site </li></ul> <ul><li>Foresee Results, Making the Case for E-Gov, April 26, 2011 </li></ul> <ul><li>110 websites; 330,000 surveys </li></ul> <p>6. 7. No #1 Citizen Priority For Improvement Functionality Transparency (a tie) 8. Benchmark Federal Govt Sites </p> <ul><li>Social Security Administration, iClaimsocialsecurity.gov/applyonline </li></ul> <ul><li>Social Security Administration, Estimatorssa.gov/estimator </li></ul> <ul><li>Social Security Administration, Prescription Drug Plans socialsecurity.gov/i1020 </li></ul> <p>9. Panel:</p> <ul><li>Case-Studies With Lessons Learned </li></ul> <ul><li><ul><li>Dustin : City of Seattle </li></ul></li></ul> <ul><li><ul><li>Gordon : City of Vancouver BC </li></ul></li></ul> <ul><li><ul><li>Notes appended to this deck </li></ul></li></ul> <ul><li>Followed by Q&amp;A </li></ul> <ul><li>Ill monitor backchannel: #ogw11 #web (this is not Sarahs hashtag!) </li></ul> <p>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! </p> <ul><li>Kathy E. Gill, @kegill </li></ul> <ul><li>Dustin Hodge, @zelbinian </li></ul> <ul><li>Gordon Ross, @gordonr </li></ul> <ul><li>Panel PresentationatOpenGovWest </li></ul> <ul><li>May 13, 2011 </li></ul> <ul><li>Portland, OR </li></ul> <ul><li>Slide design influenced byNZ Company Optimal Usability </li></ul> <p>14. Notes From Gordon Page 1 </p> <ul><li>Peter Morville</li></ul> <ul><li><ul><li>OReilly Book:Information Architecture </li></ul></li></ul> <ul><li><ul><li>Usability Honeycomb </li></ul></li></ul> <ul><li>Evolution of Web Design Patterns </li></ul> <ul><li><ul><li>Web 1.0 (design anti-pattern): website organizations mirrors org chart </li></ul></li></ul> <ul><li><ul><li>Next step: organization by type of customer (who am I? who does the site think I am?) </li></ul></li></ul> <ul><li><ul><li>Task organization -&gt; think verbs not nouns </li></ul></li></ul> <p>15. Gordon - 2 </p> <ul><li>Richard Saul Wurman (how to classify information) </li></ul> <ul><li><ul><li>Location </li></ul></li></ul> <ul><li><ul><li>Alphabet </li></ul></li></ul> <ul><li><ul><li>Time </li></ul></li></ul> <ul><li><ul><li>Category </li></ul></li></ul> <ul><li><ul><li>Hierarchy </li></ul></li></ul> <p>16. Gordon - 3 </p> <ul><li>Subject Matter Classification Experiment: chicken, cow, grass which of the one of those three does not belong? </li></ul> <ul><li><ul><li>How many said chicken? </li></ul></li></ul> <ul><li><ul><li>How many said cow? </li></ul></li></ul> <ul><li><ul><li>How many said grass? </li></ul></li></ul> <ul><li>There is no one true civic IA hypothesize and test </li></ul> <p>17. Gordon - 4 </p> <ul><li>The City of Vancouver confused the City with the city institution and governance versus geographic plexis</li></ul> <ul><li>Research into mental models of citizens of Vancouver</li></ul> <p>18. Dustin Page 1 </p> <ul><li>Usability study for Seattle.gov </li></ul> <ul><li>Myths: </li></ul> <ul><li><ul><li>Everything needs to be above the fold </li></ul></li></ul> <ul><li><ul><li>Everything needs to be found in three clicks </li></ul></li></ul> <ul><li>Steve Krug:</li></ul> <ul><li><ul><li>Dont Make Me Think </li></ul></li></ul> <ul><li><ul><li>Rocket Surgery Made Easy </li></ul></li></ul> <p>19. Dustin - 2 </p> <ul><li>Hooked up with Deal-a-Day sites to give participants things like $25 for only $15 targeted business users and citizens </li></ul> <ul><li>Instead of setting up fancy usability lab </li></ul> <ul><li><ul><li>Used cubicle in Seattle gov office + webcam </li></ul></li></ul> <ul><li><ul><li>Conference room elsewhere, with managers and IT people, watching </li></ul></li></ul> <ul><li><ul><li>The power of real time observation (or video later) </li></ul></li></ul> <ul><li><ul><li>Led to ad hoc committee formation in the room </li></ul></li></ul> <ul><li><ul><li>Can be done in-house inexpensively </li></ul></li></ul> <p>20. Group Questions </p> <ul><li>When will Seattle implement the redesign? </li></ul> <ul><li><ul><li>Already done some in stages </li></ul></li></ul> <ul><li>Gordon -&gt; when we do usability tests for govt sites we do a findability task findability does not always = task success </li></ul> <ul><li>Kathy puts a plug in for metadata for documents </li></ul> <p>21. Group Questions - 2 </p> <ul><li>What happens when you start letting people categorize (tag) data? </li></ul> <ul><li><ul><li>Dustin -&gt; there was a thought about My.Seattle.Gov </li></ul></li></ul> <ul><li>Handhelds and the small screen </li></ul> <ul><li><ul><li>Gordon -&gt; think context of use how are people using mobile devices in the world </li></ul></li></ul>