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UX for GoverNEXT

by

Beth Fox

on 25 February 2016

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Transcript of UX for GoverNEXT

User Experience (UX)
Stories
and other tall tales...
Beth Fox
@firebethfox
DANCES WITH UNICORNS
User experience experts are mythical creatures
ENTER THE UNICORN
It's 2016
USER RESEARCH 101
The Result?
INSIST ON PLAIN LANGUAGE
Jargon hides meaning,
CHALLENGE ASSUMPTIONS PRESENTED AS FACT
SCHEME VIRTUOUSLY
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
ALWAYS
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
Challenge
In context whenever possible
Interviews
Usability
Co-creation
Seek insight not solutions
Observation
Needs not wants
Move 1 pixel at a time
Jurisdictional analysis
I read a blog post on...
WHAT DO THE USERS NEED?
We did a phone survey
Focus group
HYPOTHESIS
Designer
Customer service rep.
Project manager
Systems and IT
Business Analyst
Policy expert
Legal / Privacy
Developer
Usability
UXer
People need to be there for context
SHARED EXPERIENCE IS POWERFUL
complexity,
and assumptions
INSIST ON CLEAR USER NEEDS
Ask for evidence
Do the research
ALWAYS
Burst the bubble
Plan for iteration
We are already here
USER CENTERED SERVICE DESIGN IN GOVERNMENT
Service Design
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
QUALITATIVE
Team members who wanted to fail ?
"Risky" decisions or processes?
Number of users we included ?
Big words exclude others
0
*BONUS:
Everyone has
the same
definition of
the problem
* Karen Schulz
On being wrong
http://www.cpsrenewal.ca/
uncertainty
focus
Prototyping
Full transcript