Designing a user-centric government (website)

Presented to The UX Design Group of Melbourne, 11 November 2014

Transcript

1. www.studiothick.com info@studiothick.com twitter.com/studiothick facebook.com/studiothick www.studiothick.com info@studiothick.com twitter.com/studiothick facebook.com/studiothick The UX Design Group of Melbourne 11 November 2014 Designing a user- centric government (website)
2. responsive web design
3. responsive web design
4. responsive web design
5. Pick Two Good Fast Cheap
6. Good UX Responsive Accessible
7. Good UX Responsive Accessible Fast IE7+ Existing CMS
8. Pick Everything!
9. No Compromises.
10. Good UX Responsive Accessible
11. Overwhelming positive feedback: “It doesn’t look like a government website!”
12. Occasional negative feedback: “It doesn’t look like a government website!”
13. So how did we get there?
14. 2013 2005
15. Mobile Traffic +450%
16. Customer quotes, verbatim (2012) Overwhelming. The website is jumbled - there’s too much information. Went straight to helpline, wasn’t sure where to look Too much information, wasn't sure where to look and what to look for. Too much info - was easier to call. Too much information, couldn’t see obvious link to public holidays. Too much info - a bit complex. Very busy, too cluttered and the links send you around in circles. Confusing.
21. Good UX Responsive Accessible
22. ✓ Increase access, usage and accessibility ✓ Simplification of information ✓ Streamlining business process
23. What are some other notable governments organisations doing? None of them are perfect, but there’s things we can learn from them
29. Acknowledges this may not be exactly the right place, considering people can land from lots of different places (not just following a taxonomy) Modality Let me navigate the page on my own if I want to... ...but take me through what I need to know, from the start
30. Steps things out in a clear language, with meaningful links, supporting explanations and ‘discs’ that break the flow of scanning Subtle, suggestive design cues
31. Guide me onwards Indicate recency Useful things in the same category Behave like a helpful person Suggest an helpful alternative Tie off with a tip Ask for feedback
32. Hit me with the
 highlights Design to the demand (design with data)
34. Nice visual design (clear language, good typographic hierarchy etc), but less helpful than it should be. An example of getting the visual design right, and missing the mark on the UX design. nyc.gov
35. Behave like a helpful person Get to the popular stuff quickly
36. Doing too much They’re not here to hang out
37. Not so great Disconnection
38. Not so great Broken flow
39. Not so great Buried search
40. Not so great Bad affordance
41. Good design is as little design as possible Less, but better – because it concentrates on the essential aspects, and the products are not burdened with non-essentials. Back to purity, back to simplicity.
43. What we design shouldn’t draw attention to itself, it should allow people to accomplish their tasks with a minimum of fuss and in the most efficient manner possible. At its best, it will be invisible.
44. Here’s what we did…
45. We talked to real business people.
47. We listened to the data.
48. 450% increase in mobile traffic 04:26 min time on site 61% of traffic from search
49. We made it easy.
50. ✓ Simple ✓ Relevant ✓ Clear ✓ Human ✓ Efficient ✓ Inevitable ✓ Fast ✓ Easy
51. Far fewer decisions to make
55. We co-designed with the government.
57. Choosing a business name Starting a business infographic Protecting your name Search Registering a business name BusinessVictoria Research and apply for a new business name in Australia. Australian businesses are required to register their business name. is available isn’t already registered as a company isn’t already a registered trade mark Make sure your business name... Not what you’re looking for?
58. No more confusion.
59. Choosing a business name Starting a business infographic Protecting your name Cancelling a business name How I began my business – Gardenworld Nursery What I wish I knew: Three entrepeneurs tell all Taking time to be an overnight success Search Registering a business name BusinessVictoria Research and apply for a new business name in Australia. Australian businesses are required to register their business name. Before you start an individual and the business name is your name (first name and surname) a registered company and the business name is the company’s name a partnership and the business name consists of all of the partners’ names. You do not need to register your business name if you are: Related Case Studies Tip When using your personal name for your business, you must use your exact name . For example, if your name is Jane Smith and you want to call your business 'Jane Smith & Co', this would need to be registered. Read some helpful tips on choosing a business name. ! is available isn’t already registered as a company isn’t already a registered trade mark is available as a website Make sure your business name... Not what you’re looking for? Err, I think I’m in the 
 wrong spot... Whatever, government Internet machine. What about real people? What can I do on this page? Why is it important? Page title What do I need to do A tip Before you start
60. We made it actionable.
61. All content is actionable
62. We talk your language.
63. Content principles All content must be: a) simple b) clear c) relevant We want users to understand what to do and why, quickly.
65. We made it accessible for all.
67. We made it fast.
68. We’re now 72% faster
71. We made it work, everywhere.
72. Anywhere, anytime, any device
74. www.studiothick.com info@studiothick.com twitter.com/studiothick facebook.com/studiothick www.studiothick.com info@studiothick.com twitter.com/studiothick facebook.com/studiothick These slides: thick.ly/bvforuxdg Stuff for nerds: thick.ly/bvtoolchain @sawks Thanks!