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UX for GoverNEXT
Transcript of UX for GoverNEXT
and other tall tales...
DANCES WITH UNICORNS
User experience experts are mythical creatures
ENTER THE UNICORN
USER RESEARCH 101
INSIST ON PLAIN LANGUAGE
Jargon hides meaning,
CHALLENGE ASSUMPTIONS PRESENTED AS FACT
People need to be there for empathy
TRADITIONAL DIGITAL SERVICE APPROACH
OR THE LITE VERSION
What do we mean by User Centered?
It costs too much to
do it the old way
via Peter Merholz
Makes meetings suck
Keep hypotheses visible
User research helps, not hinders
Check and test in appropriate ways
Ask why 5 times
Share your work openly,
Look for others
In context whenever possible
Seek insight not solutions
Needs not wants
Move 1 pixel at a time
I read a blog post on...
WHAT DO THE USERS NEED?
We did a phone survey
Customer service rep.
Systems and IT
Legal / Privacy
People need to be there for context
SHARED EXPERIENCE IS POWERFUL
INSIST ON CLEAR USER NEEDS
Ask for evidence
Do the research
Burst the bubble
Plan for iteration
We are already here
USER CENTERED SERVICE DESIGN IN GOVERNMENT
Do they really exist in government?
I heard SNS has a UX person...
CHECK FOR HYPOTHESIS
even the failures
"It will never change."
when you need encouragement
if that's all that will budge
Team members who wanted to fail ?
"Risky" decisions or processes?
Number of users we included ?
Big words exclude others
* Karen Schulz
On being wrong