UX Riga 2015 - Delivering User Experience for government services

Transcript

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