Building a Responsive Government (website)

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What do you really need from a government's website? And how do you navigate the politics and red tape to make a truly user-focused solution? To find out, we'll be using the newly launched Business Victoria website as a case study of how to do things right. We'll also take a look at a few other websites from governments around the world to see what's working... and what's not.

Originally presented for the Melbourne Be Responsive meetup 8 April 2014.
Audio (and video) here: http://vimeo.com/91573472

More tech-related info about the build available here: https://gist.github.com/sawks/10087371

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Building a Responsive Government (website)

  1. 1. www.studiothick.com info@studiothick.com twitter.com/studiothick facebook.com/studiothickwww.studiothick.com info@studiothick.com twitter.com/studiothick facebook.com/studiothick Building a responsive government (website) Be Responsive 8 April 2014
  2. 2. 450%
  3. 3. 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.
  4. 4. ✓ Increase access, usage and accessibility ✓ Simplification of information ✓ Streamlining business process
  5. 5. What are other notable governments doing around the world? None of them are perfect, but there’s things we can learn from them
  6. 6. 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
  7. 7. Steps things out in a clear language, with meaningful links, supporting explanations and ‘discs’ that break the flow of scanning Subtle, suggestive design cues
  8. 8. 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
  9. 9. Hit me with the
 highlights Design to the demand (design with data)
  10. 10. 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
  11. 11. Behave like a helpful person Get to the popular stuff quickly
  12. 12. Doing too much They’re not here to hang out
  13. 13. Not so great Disconnection
  14. 14. Not so great Broken flow
  15. 15. Not so great Buried search
  16. 16. Not so great Bad affordance
  17. 17. 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.
  18. 18. 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.
  19. 19. Ok, so what did we do?
  20. 20. We talked to real business people.
  21. 21. We listened to the data.
  22. 22. 450% increase in mobile traffic ! Google Analytics 04:26 min time on site ! Google Analytics 61% of traffic from search ! Google Analytics
  23. 23. We made it easy.
  24. 24. ✓ Simple ✓ Relevant ✓ Clear ✓ Human ✓ Efficient ✓ Inevitable ✓ Fast ✓ Easy
  25. 25. Far fewer decisions to make
  26. 26. We co-designed with the government.
  27. 27. 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?
  28. 28. No more confusion.
  29. 29. 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 StudiesTip 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
  30. 30. We made it actionable.
  31. 31. All content is actionable
  32. 32. We talk your language.
  33. 33. Content principles All content must be: a) simple b) clear c) relevant ! We want users to understand what to do and why, quickly.
  34. 34. We made it accessible for all.
  35. 35. We made it fast. We’re now 72% faster
  36. 36. We made it work, everywhere.
  37. 37. Anywhere, anytime, any device

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