Usability and the art of gentle persuasion at Justice

By John Murphy & Gavin Hince, from UX Australia 2013

How does a major government department with over 60 completely different sites trying to be ‘all things to all people’ transform its web presence into a something coherent and usable? This project was a case of real life being messy and User Experience imitating life! Come along and get the inside track on how we got over our first reaction of throwing our hands up in horror, and after various false starts and mistakes, developed an approach that has valuable lessons for any large-scale web project.

Transcript

2. A  challenging   universe…  
3. Weekly  site   sta+s+cs   24,300  visitors     78,349  page   views     Only  three  “services”  are     listed  in  the  services  menu   Only  three  of  ten  most   popular  pages  accessible   from  home  page   Of  37  clickable  items,  only   one  of  the  top  16  “searched   for”  pages  is  accessible   from  the  home  page   JusBce  Service  Centre  locaBons  cannot  be   accessed;  nor  the  list  of  services  at  each   office   Only  5  of  top  10   downloads     available  in  two  clicks     (none  from  the  home   page)   No  smartphone  or  tablet   version   ~1,000  pages     re+red   New  branding     updated   A  bloated     home  page…  
4. How  not  to  build   a  beNer  site…   •  Low  hanging  fruit  first   •  Force-­‐fiSng  IA  as  “alike  things”     •  Drowning  in  swimlanes     •  Premature  electronic  wireframes  
5. Finding  the   customer  in  the   universe  of   JusBce  
6. The  real  mission  
7. The  reduced  audience  
8. Making  it  real   Page  components  
9. Conceptual  Glue   Guidance  for  the  lost   DemysBfy   Depth  for  the  audience  
10. Wireframe     EvoluBon    
11. P1 P3 P5 P6 P2 ! P4 ! P7 ! P9 P8 ! P10 TesBng   TesBng   TesBng…   P1 P3 P5 P6 P2 ! P4 ! P7 ! P9 P8 ! P10 P1 P3 P5 P6 P2 ! P4 ! P7 ! P9 P8 ! P10
12. Cut  and  paste     +   The  fine  art  of   version  control  
13. More  glue  
14. PuSng  it     together  
15. The  War  Room  
16. Stakeholders   discover  they   are  part  of  a   larger  whole…  
17. Home  page   design  made   easy      
18. Different   disciplines   working   together  
19. John Murphy Design4Use john@design4use.com.au Gavin Hince Dept. of Justice gavin.hince@justice.vic.gov.a u