ux camp trustworks
TRANSCRIPT
Why we keep failing (and what you can do): Keychallenges for Public Sector UX
UXcamp Copenhagen 2016
Hi, we´re
Elvi Nissen @ElviRNissen
Simon Warthoe @simonwarthoe
From Trustworks
TodaySix Key challengesThree practical lessons
Fotocredit: By Mik Hartwell
Challenge #1
Customer #1 is theDepartment of Finance.
Key interest: Digitizing like it´s 1999
Challenge #2
Business requirements are –literally – the law
• The user´s issues typically have roots in bad processes
• It is quite difficult to change the direction once a process is underway
Challenge #3
Digital ain´t no magic wand
• Digitization has been considered slightlymagic
• Just deciding to make something digital is no guarantee that it will make the user´sexperience better
• Nor that anything will work out more efficiently
Challenge #4
it´s a slightly different game
• The nature of problems might be more complex
• Typical citizen interaction is High stress/low frequency / High impact
• Your products must work for all usergroups involved, the last % are difficultand expensive
Challenge #5
Public is slow, Digital is fast
• The public sector is not tasked with producing sublime digital experiences
• Digital is fast, changes are rapid, muchfaster than they used to be
• The nature and hallmark of a succesfullpublic sector is to seek consensus
• If in doubt, the right answer is always to wait
Challenge #6
A few good people (for the job)
• Good digital resources are still scarce
• UX profesionals needs to stay sharp in an ever changing environment
• The best professionals seek out goodcreative environments
• UX in the public sector is quite a lot of meetings and ”workshops”
TodaySix Key challenges
1. Who is customer #1 2. Business requiremnts are the law3. Digital ain´t no magic wand4. Public Sector UX must reach everybody5. Public sector is slow, digital is fast6. A few good people (for the job)
Practical Lesson #1
Map user needs rather thanrequirements
• Document processes• Define terms and concepts• Create cases and scenarios
• Make users review all of the above
• Keep user rep´s involved and updatedon progress – especially in the cut-offperiod
Practical Lesson #2
Involve decision makers
• Cajole the Project Management organisation into including userinvolvement in the standard development process
• Convince the legal department of the Armageddon that will follow if rules and regulations are complied with
• …Or If the users can use the product in ways not intended to
Practical Lesson #3
Don´t fear the numbers
• Spreadsheets and numbers may not beour natural habitat
• However it can very well be your keystakeholder´s
• Learn to work the number, so you canexpress your insights better
• In this case Graphs > Anecdotes
Fotocredit: By Mads Cramer,
TodayThree practical lessons
1. Map user needs – not requirements
2. Involve decision makers3. Don´t fear the numbers
Questions &Comments & Experiences
