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

1. View Slide

2. A  challenging  
   universe…  
   

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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…  
   

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4. How  not  to  build  
   a  beNer  site…  
   •  Low  hanging  fruit  first  
   •  Force-­‐fiSng  IA  as  “alike  things”    
   •  Drowning  in  swimlanes    
   •  Premature  electronic  wireframes  
   

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5. Finding  the  
   customer  in  the  
   universe  of  
   JusBce  
   

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6. The  real  mission  
   

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7. The  reduced  audience  
   

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8. Making  it  real  
   Page  components  
   

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9. Conceptual  Glue  
   Guidance  for  the  lost  
   DemysBfy  
   Depth  for  the  audience  
   

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10. Wireframe    
    EvoluBon    
    

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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
    

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12. Cut  and  paste    
    +  
    The  fine  art  of  
    version  control  
    

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13. More  glue  
    

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14. PuSng  it    
    together  
    

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15. The  War  Room  
    

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16. Stakeholders  
    discover  they  
    are  part  of  a  
    larger  whole…  
    

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17. Home  page  
    design  made  
    easy      
    

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18. Different  
    disciplines  
    working  
    together  
    

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19. John Murphy
    Design4Use
    john@design4use.com.au
    Gavin Hince
    Dept. of Justice
    gavin.hince@justice.vic.gov.a
    u
    

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