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The Wrong Users?

The Wrong Users?

Talk at SWUX 18/04/2017

Matt Jukes

April 18, 2017
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  1. The Wrong Users?
    SWUX - 18th April 2017
    @jukesie

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  3. My first job working as a ‘web’
    professional was in 1998.
    #swux

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  4. Under no circumstances should I be
    mistaken for a designer of any ilk.
    #swux

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  5. I have been a ______ manager.
    #swux

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  6. I have been a project manager.
    #swux

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  7. I have been a intranet manager.
    #swux

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  8. I have been a website manager.
    #swux

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  9. I have been a programme manager.
    #swux

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  10. I have been a social media manager.
    #swux

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  11. I have been a service manager.
    #swux

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  12. I am mainly a product manager.
    #swux

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  13. The internet of public service.
    #swux

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  14. Civic tech is any technology that is used to
    empower citizens or help make government
    more accessible, efficient, and effective.
    Omidyar Network
    #swux

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  16. Our mission
    We build the digital tools that give
    people power to get things changed.​
    #swux

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  17. Our mission
    We build the digital tools that give
    people power to get things changed.​
    #swux

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  18. We help citizens to;
    1. Understand who has power and how they use it
    2. Give them the tools to influence those with power
    3. Use that influence to create change within their own communities
    #swux

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  19. 44 countries worldwide
    #swux

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  20. Three practice areas
    #swux

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  21. What is FixMyStreet?

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  22. FixMyStreet.com
    #swux

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  23. FixMyStreet.com
    Turned 10 in February
    #swux

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  24. FixMyStreet.com
    1 million reports
    #swux

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  25. MakeMyIsland Maldives FiksGataMi Norway
    #swux

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  26. FixMyStreet on GitHub
    #swux

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  27. As a resident I need to report
    the fly-tipping on my street
    so that the Council cleans it
    up in a timely manner.
    User story
    #swux

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  28. Report pothole on my street.
    Jobs to be done
    #swux

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  29. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux

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  30. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux

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  31. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux

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  32. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux

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  33. FixMyStreet challenges.

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  34. Ten years is a long time in
    internet years.
    #swux

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  36. Developer led product that
    has always been distrustful of
    ‘native apps’.
    #swux

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  37. Driven by needs of open
    source community installing
    platform internationally for
    many years.
    #swux

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  38. Minimal ‘design’ input in that
    decade.
    #swux

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  39. Even if Jared Spool is right
    and everybody is a designer.
    #swux

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  40. Despite challenges we
    still make it much
    easier to complain to
    your Council.
    #swux

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  42. Reliable fault-reporting and case management
    for councils, based on the nation’s most popular
    street reporting service, FixMyStreet.com

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  43. poacher turned gamekeeper:
    someone who now protects the interests
    they previously attacked.
    #swux

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  44. Citizen sees vandalised bus shelter > takes photo > makes
    report on FMS when they get home > FMS sends report to
    appropriate Council team > Council team prioritises >
    report confirmed by inspectors > contractors assigned to
    repairs > job completed > Council staff update FMS status
    to ‘closed’ > citizen receives email confirming report
    resolved.
    #swux

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  45. As a resident I need to report
    the fly-tipping on my street
    so that the Council cleans it
    up in a timely manner.
    User story
    #swux

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  46. The Council cares..
    #swux

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  47. The Council cares..
    because the press do
    #swux

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  48. The Council cares..
    because voters do
    #swux

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  49. The Council cares..
    because their insurers do
    #swux

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  50. The Council cares..
    because Westminster does
    #swux

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  51. The Council cares..
    because most Council
    workers just do.
    #swux

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  52. The only way to meet the
    user need is for the Council to
    efficiently respond to
    reports.
    First challenge
    #swux

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  53. Reports from FMS increase
    every year and every year
    Councils face more cuts.
    First challenge
    #swux

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  54. Who uses FixMyStreet?

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  55. #swux

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  56. FixMyStreet
    #swux

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  57. Our users
    #swux

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  58. #swux

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  59. #swux

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  60. 51 is average age of MPs
    69% of MPs are male
    94% of MPs are white
    Parliament
    #swux

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  61. Second challenge
    #swux

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  62. Second challenge
    #swux

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  63. #swux

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  65. #swux

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  66. #swux

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  67. Vicious circle in more
    deprived neighbourhoods.
    Third challenge
    #swux

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  68. Residents don’t believe issues will
    get fixed > so don’t report issues > so
    things don’t get fixed > and so on.
    Third challenge
    #swux

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  69. We help citizens to;
    1. Understand who has power and how they use it
    2. Give them the tools to influence those with power
    3. Use that influence to create change within their own communities
    #swux

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  70. We help citizens to;
    1. Understand who has power and how they use it
    2. Give them the tools to influence those with power
    3. Use that influence to create change within their own communities
    Educated, White, middle aged, men from good neighbourhoods
    #swux

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  71. Questions we need to keep asking
    Who are the
    people we really
    help?
    What impact do
    we actually
    have?
    How do
    we reach more
    people?
    #swux

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  72. Any ideas?
    #swux

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  73. Ask me anything
    (within reason)

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