UX Riga 2015 - Delivering User Experience for government services

196a4242eecbd120dcb4cd9a80899e34?s=47 Ben Holliday
February 26, 2015

UX Riga 2015 - Delivering User Experience for government services

196a4242eecbd120dcb4cd9a80899e34?s=128

Ben Holliday

February 26, 2015
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  1. UX Riga 2015 @benholliday UX Riga 2015 Delivering User Experience

    for government services
  2. UX Riga 2015 @benholliday

  3. UX Riga 2015 @benholliday

  4. UX Riga 2015 @benholliday

  5. UX Riga 2015 @benholliday gov.uk/design-principles

  6. UX Riga 2015 @benholliday UX or user-centred design isn’t about

    how things look. It’s about how well things work for people
  7. UX Riga 2015 @benholliday

  8. UX Riga 2015 @benholliday Find out what people are doing

    and get out of the way
  9. UX Riga 2015 @benholliday

  10. UX Riga 2015 @benholliday “…a lot of what we seem

    to be doing is getting design out of the way” Jonny Ive (Apple)
  11. UX Riga 2015 @benholliday “It’s important in a product to

    have a sense of what's important and what's not important …by removing those things that are all vying for your attention” Jonny Ive (Apple)
  12. UX Riga 2015 @benholliday Design principles Government Digital Service 1

    User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples 04.2014 NOT GOVERNMENT NEEDS 1. USER NEEDS NOT
  13. UX Riga 2015 @benholliday starting with needs people have situations

    in their lives where they need something …start with what they need to do
  14. UX Riga 2015 @benholliday Clay Christensen “[people] go about living

    their life and some situation arises in which they need to solve a problem”
  15. UX Riga 2015 @benholliday Clay Christensen “If you understand the

    job, how to improve 
 the product becomes obvious”
  16. UX Riga 2015 @benholliday starting with needs do people need

    or want to use your product or service?
  17. UX Riga 2015 @benholliday starting with needs does your solution

    
 help people to get on 
 with their lives?
  18. UX Riga 2015 @benholliday

  19. UX Riga 2015 @benholliday User Need As someone thinking about

    retirement I need to know when I can get my pension User Need As someone thinking about retirement I need to know 
 how much my pension is worth
  20. UX Riga 2015 @benholliday

  21. UX Riga 2015 @benholliday

  22. UX Riga 2015 @benholliday “Users were changing their profile picture

    more times than they were changing their clothes” https://medium.com/design-philosophy/get-out-of-the-way-87ad3194cf02
  23. UX Riga 2015 @benholliday freeagent.com

  24. UX Riga 2015 @benholliday User Need I need to add

    my expenses quickly when I’m on the move User Need I need to know what requires my immediate attention, like overdue invoices freeagent.com/central/introducing-freeagent-mobile
  25. UX Riga 2015 @benholliday

  26. UX Riga 2015 @benholliday

  27. UX Riga 2015 @benholliday “…making something 
 really usable which

    
 no one wants to use” Leisa Reichelt
 userresearch.blog.gov.uk/2014/06/25/user-research-not-just-usability
  28. UX Riga 2015 @benholliday Do just enough research. Together

  29. UX Riga 2015 @benholliday “It’s important to have a plan,

    but it’s equally important to keep planning to a minimum” https://dwpdigital.blog.gov.uk/2015/01/20/digital-academy-understanding-the-problem/
  30. UX Riga 2015 @benholliday

  31. UX Riga 2015 @benholliday design patterns
 gov.uk/service-manual

  32. UX Riga 2015 @benholliday 2. DO LESS Design principles Government

    Digital Service 1 User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples 04.2014 NOT GOVERNMENT NEEDS
  33. UX Riga 2015 @benholliday doing less what if doing less

    makes things better? designnotes.blog.gov.uk/do-less-problems-as-shared-spaces
  34. UX Riga 2015 @benholliday Hans Monderman (1945 - 2008) “The

    trouble with traffic engineers is that when there's a problem with a road, they always try to add something”
  35. UX Riga 2015 @benholliday doing less Inverted-U userresearch.blog.gov.uk/doing-less-the-inverted-u

  36. UX Riga 2015 @benholliday “Inverted-U curves are all about limits.

    They illustrate the fact that ‘more’ is not always better” Malcolm Gladwell
  37. UX Riga 2015 @benholliday

  38. UX Riga 2015 @benholliday Assumption People need a progress indicator

    to help them complete the application. Experiment: We believe that removing the progress bar will not affect completion rates. 
 We’ll know this is true if completion rates stay the same after we remove it.
  39. UX Riga 2015 @benholliday

  40. UX Riga 2015 @benholliday completion rates stayed the same without

    the progress indicator
  41. UX Riga 2015 @benholliday completion rates stayed the same without

    the progress indicator
  42. UX Riga 2015 @benholliday completion rates stayed the same without

    ‘smart answers’
  43. UX Riga 2015 @benholliday starting with too much is a

    bad strategy
  44. UX Riga 2015 @benholliday what people say and what they

    do are very different
  45. UX Riga 2015 @benholliday Design principles Government Digital Service 1

    User needs, not government needs 2 Do less 3 Design with data 4 Do the hard work to make it simple 5 Iterate. Then iterate again 6 This is for everyone 7 The unit of delivery is the team 8 Build things people can build on 9 Be consistent not uniform 10 Make things open, it makes them better www.gov.uk/designprinciples 04.2014 NOT GOVERNMENT NEEDS 4. DO THE HARD WORK TO MAKE IT SIMPLE
  46. UX Riga 2015 @benholliday design for extremes

  47. UX Riga 2015 @benholliday “…what we really need to do

    is look at the extremes e.g. the weakest or the person with arthritis …if we understand what the extremes are the middle will take care of itself” Dan Formosa, Smart Design
  48. UX Riga 2015 @benholliday

  49. UX Riga 2015 @benholliday test with extremes

  50. UX Riga 2015 @benholliday “…get as close to context of

    
 use as possible. It’s about understanding how well your product or service will meet user needs in extreme conditions” https://medium.com/@BenHolliday/diagnostico-getting-closer-to-context-and-extremes-in-product-design-ac295e30f0ad
  51. UX Riga 2015 @benholliday

  52. UX Riga 2015 @benholliday thank you