usability for government: improving service delivery

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Usability for Government: improving service delivery Ruth Ellison & Adrian Newton Local Government Web Network Conference 2008 22 August 2008

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This presentation was given at the Local Government Web Network Conference 2008. This presentation highlights the importance of usability and user-centred design and provide practical tips for improving much more than just the look and feel of your website. Some of the slides are appearing a bit strange - if you have any issues, please don't hesitate to get in touch. Twitter: @ruthellison Web: www.stamfordinteractive.com.au

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Page 1: Usability for Government: improving service delivery

Usability for Government: improving service delivery

Ruth Ellison & Adrian Newton 

Local Government Web Network Conference 2008

22 August 2008

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Introduction

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People Feel

People

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Cameron Adams ‐Web Design:

Print = visualWeb = interactive

Interaction : behaviour : feelings 

People

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People

Satisfaction?

Relief?

Impressed?

But probably not happy...

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People

Confusion

Frustration

Anger

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Brian Hardy‐ Accessibility:

” Put the user in control ”

People

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Involve users in design:

‐What do they want?

‐ How do they want to do it?

People

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Collaborative design extends beyond the user.

Boundaries

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Governments:

‐ Large, conservative bureaucracies

‐ Hierarchically structured

‐ Functionally organised

Boundaries

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Functional silos distance stakeholders from each other

Boundaries

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Silos reflect functional specialisation.

Boundaries

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Build synergy through cross‐functional teaming.

Boundaries

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80% of Australians now use the internet

Stats from Nielsen Online, March 2008

Boundaries

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59% of Australians internet users have contacted Government at least once in the past 12 months

Stats from Australians’ use of and satisfaction with e‐Government Services 2007, AGIMO December 2008

Boundaries

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User expectations are evolving:‐ 61% locality based information online‐ 60% ask/answer questions by email‐ 29% live chat while browsing‐ 27% personalise government sites‐ 11% access services by mobile

Boundaries

Source: Demographic Profiling of Victorian Government Website Visitors 2007

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” Culture is cultivated behaviour ”Texas A&M University

Cultivate behaviour by transmitting experience through learning

Culture

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Adapt approach:

‐ Communicate

‐ Integrate

‐ Iterate

Culture

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Joanna Lewis – IA

” It’s not about Town Hall... ”

Adapt your services by engaging your users.

Culture

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Embed usability.

Culture

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What is usability?

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I'm as confused about this intersection as that sign is....By sweeneytoad from http://www.flickr.com/photos/sweeneytoad/344506101/Available under a Creative Commons Attribution 2.0 Generic license

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Hmmm... By aturkus from http://www.flickr.com/photos/aturkus/395919628/Available under a Creative Commons Attribution 2.0 Generic license

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Red route ‐ Road signs on my way to workby Gaetan Lee from http://www.flickr.com/photos/gaetanlee/152102309/ Available under a Creative Commons Attribution 2.0 Generic license

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“Usability really just means making sure that something works well”Steve Krug

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Lets take a look at paying rates via the internet

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Meet Jenny

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Wants to pay her rates online

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Needs to create an account before she can pay her rates

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Interrupted by baby Lachlan

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Pick Sam from school

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It’s not that simple

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It’s more than just a simple function

It’s now about people

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Time is precious

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Time is money

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What type of user experience do you want your residents to have?

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We need to design effective and holistic user experiences

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“Design is not decoration”Garr Reynolds

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Consider the user experience right from the beginning

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Take a user centred approach

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Ruth Ellison
Pencil
Ruth Ellison
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Ruth Ellison
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Ruth Ellison
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Ruth Ellison
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Ruth Ellison
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Research

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Flip‐flops by theogeo from http://www.flickr.com/photos/theogeo/619457456Available under a Creative Commons Attribution  2.0 Generic license

Ruth Ellison
Pencil
Ruth Ellison
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Ruth Ellison
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Who are your users?

Flip‐flops by Joe Shlabhttp://www.flickr.com/photos/joeshlabotnik/3

Available under a Creative Commons Attribution 2.0 Gen

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Many different techniquesUnderstand the business

Understand the users

Understand the content

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Understanding the businessStakeholder interviewsRequirements analysis

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Understanding the usersContextual enquiry

Mom’s desktop.. By striatic aturkus from http://www.flickr.com/photos/striatic/131932697/Available under a Creative Commons Attribution 2.0 Generic license

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Understanding the users

Surveys

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Understanding the usersPersonas

Archetypes that represent the main user groups of a site

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Understanding the usersScenarios

Short story about a user interacting with a site

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Understanding the contentContent audit

“A mind‐numbingly detailed odyssey through your web site”Jeffrey Veen

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User Goals Business Goals

What users want to achieve by using your website

What the business wants to achieve by releasing the

website

Designing with users

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Design

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Information design

Interaction design

Visual design

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55

Card sortingDesigning with users

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Example only

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Wireframes

57

Designing with users

Example only

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Visual treatment

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Evaluate

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“Fortune 1000 companies each spend an average of $2 million per year on site redesigns, without knowing if the redesign made the site easier to use.” Forrester Research

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Evaluation techniques

Expert review

Usability testing – formal & guerrilla 

Standards checking

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Evaluating ‐ Expert review

Review design against industry standards, heuristics and current research

Examples from Jakob Nielsen:Error prevention

Consistency & standards

Match between system and the real world

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Evaluating – Usability testing

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Evaluating – Standards checking

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10 tips to take away

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Tip #1 

Think about who your users are

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“Know thy user, and you are not thy user”Society for Technical Communication

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People aren’t going to your website to be entertained

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People are task 

focussed

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Tip #2 

Think about how they find information on your site

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4 types of information seeking behaviour*

Known item

Exploratory

Don’t know what you need to know

Re‐finding

* Refer to Donna (Maurer) Spencer’s excellent article: http://www.boxesandarrows.com/view/four_modes_of_seeking_information_and_how_to_design_for_them

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Tip #3 

Get users involved early in the design process

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Tip #4 

Usability testing doesn’t have to be expensive(or usability testing on a shoestring)

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Guerrilla usability testingNeed a room

Mock‐ups of the design 

Users

Set some realistic tasks

Observe

Analyse

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Tip #5 

Content is key!

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“5% of your website delivers 25% of 

value”Gerry McGovern

Giraffe ‐ Kruger National Park by Yogi from http://www.flickr.com/photos/yogi/410605111/Available under a Creative Commons Attribution‐Share Alike 2.0 Generic license

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Tip #6 

Consider how offline communications 

complement the online world

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Example Case Study from UseIt.com

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Tip #7 

Always let your user know where they are and what to expect

This way

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Tip #8

Keep it simple

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Tip #9

Don’t skip the research

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Tip #10

Integrated approach to accessibility and usability right from the start

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Questions?

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Need more info?Adrian Newton – General ManagerEmail:  [email protected]:    02 8021 8699Mobile:   0413 875 325

Ruth Ellison – Senior ConsultantEmail: [email protected]: 02 6280 7834Mobile:  0423 763 314Twitter: @ruthellison

Find us at www.stamfordinteractive.com.au