Case study: UX Methodology Design for Public E-services in Lithuania

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This is a presentation from UX Riga 2014 user experience design conference. A case study is about the process and results of E-Services UX Methodology development for Lithuanian public sector.

This is a presentation from UX Riga 2014 user experience design conference. A case study is about the process and results of E-Services UX Methodology development for Lithuanian public sector.

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  • Functional requirements are written form a very abstract understanding.
  • Functional requirements are written form a very abstract understanding.
  • Žmogiškieji ištekliai – naudotojų pasitenkinimas paslauga ir e. paslaugos naudojimo sklaida. Pavyzdžiai: e. paslaugos naudotojai gerai ir labai gerai vertinantys e. paslaugos tinkamumą (tyrimui naudojama apklausa);skundų dėl e. paslaugos kokybės kiekis (fiksuoja paslaugos teikėjas pagal galiojančias tvarkas).Infrastruktūra – vertinamas informacinės sistemos (ir kitų infrastruktūros elementų, jei tokie yra) tinkamumas, greitis ir patikimumas, naudotojams atliekant esminius naudojimo scenarijus. Pavyzdžiai: kaip greitai naudotojas atlieka dažniausius e. paslaugos gavimui reikalingus veiksmus (tyrimui naudojamas tinkamumo testavimas )kiek naudotojų sėkmingai atlieka dažniausius e. paslaugos gavimui reikalingus veiksmus iš pirmo bandymo (tyrimui naudojamas tinkamumo testavimas )Komunikacija – vertinamas informacijos, naudojamos e. paslaugos teikime bei sukuriamos e. paslaugos teikimo metu, aiškumas, suprantamumas jos naudotojams. Taip pat gali būti vertinamas informacijos apsikeitimo greitis ir patikimumas e. paslaugos teikimo metu. Pavyzdžiai: kiek naudotojų sėkmingai suranda esminę informaciją apie e. paslaugos veikimą iš pirmo bandymo (tyrimui naudojamas tinkamumo testavimas )skundų išnagrinėjimo vidutinis greitis (fiksuoja paslaugos teikėjas pagal galiojančias tvarkas)Procesai – vertinama kaip efektyviai organizuotos ir atliekamos su e. paslaugos teikimu susijusių veiksmų sekos. Pavyzdžiai: kiek naudotojų aiškiai suvokia visą e. paslaugos veikimo eigą ir eiliškumą (tyrimui naudojama apklausa ir interviu su naudotojais)kiek organizacijoje trunka e. paslaugos suteikimas vienam naudotojui (fiksuoja paslaugos teikėjas pagal galiojančias tvarkas)

Transcript

  • 1. UX Methodology Design Public e-Services in Lithuania Ramune Norkute, Idea Code
  • 2. Information Society Development Committee Shaping Lithuania’s state policy in the development of information and communications technologies Creation of a modern information society
  • 3. Human factors framework
  • 4. 1 Year Ahead Vacation is nice...
  • 5. 6 Months Ahead Diving?...
  • 6. 6 Months Ahead Mountains?...
  • 7. 2 Weeks Ahead
  • 8. What Happened Abstract, big picture, no specifics Relaxed Geek terms: Construal Level Theory Close Choices Far away Specific plans, details Panic
  • 9. How is this relevant to the public sector UX?
  • 10. E-Service Close Far away Functional requirements Complete actions to reach a planned result Actions Abstract requirements (law), general discussions ??? Fully operational e-service Good UX
  • 11. Issues with Functional Requirements Have no idea what users need “Know” what users need Has a different vision in mind Assumes that people read minds
  • 12. What happens then… Far away Abstract requirements (law), general discussions Functional requirements Actions Close ??? Completion of specific actions to reach a planned result “This is not what we meant” Bad UX
  • 13. Solutions?
  • 14. Need to 1. Make people communicate their ideas early 2. Realize the difference between yourself and the user 3. Get the users involved 4. Build a common vision 5. Translate common vision into specific actions when you are far away from the deadline
  • 15. New Sounds magic Agile Too risky Legal issues
  • 16. Traditional
  • 17. UX Methodology
  • 18. Common Principles 1. User needs in the center 2. Regular user research and involvement 3. Design and development based on user resarch findings 4. Regular measurement of user experience
  • 19. High level process Define the „good“ Implement Support the „good“ the „good“
  • 20. Process in more detail Define the „good“ Implement the „good“ Support the „good“ Modernize Idea Design Implement Support Liquidate
  • 21. Tools  Stakeholder list  Customer journey  Target group description  Service blueprint  Persona description  Business process diagrams  Survey  Wireframes  User observation  Sitemap  User interview  Interactive UI prototype  Diary study  Card sorting  Focus group  A/B testing  Usability evaluation  User interface guidelines  Usability testing
  • 22. Idea Modernize Idea Design Implement Support Identify user needs, generate and explore e-service ideas, which match those needs. Stakeholder list Target group description Survey User observation User interview or diary study Persona description Customer journey Liquidate
  • 23. Design Modernize Idea Design Implement Support Formulate specific e-service solution, which will be implemented. Value to users. Clear components. Service blueprint (draft) Business process diagrams Sitemap Wireframes Usability evaluation Usability testing Liquidate
  • 24. Implement Modernize Idea Design Implement Support Liquidate Code, create, build, install, setup user centered e-service solution components. Test-improve-launch. Service blueprint (draft) Wireframes User interface guidelines Business process diagrams Interactive UI prototype Usability evaluation Usability testing
  • 25. Support Modernize Idea Design Implement Support Liquidate Carry out support, solve problems, implement minor changes. Monitor results. Measurement system Initial launch targets Rolling 5 year targets after launch • • • • People Infrastructure Communication Processes
  • 26. Modernize Modernize Idea Design Implement Support Implement changes due to environment , technology, process and other factors. Test-improve-launch. Liquidate
  • 27. Liquidate Modernize Idea Design Implement Support Liquidate a no longer needed e-service. Inform users. Ensure transition. Liquidate
  • 28. Implementation
  • 29. Document pack UX Methodology (Process+Tools) Tool Use Examples Procurement Guidelines Training materials Available at: http://epaslaugos.ideacode.lt/ Usability Problem Solution Guide
  • 30. Timeline Methodology development 2013.03-09 Trainings 2013.10 Publication 2013.10-12 Formalization 2014
  • 31. Takeaways
  • 32. E-Service Far away Abstract requirements (law), general discussions Functional requirements Actions Close ??? Completion of specific actions to reach a planned result “This is not what we meant” Bad UX
  • 33. Before… Spend more on fixing bad UX later Spend less on figuring out what to do early
  • 34. New Process and Tools Define the „good“ Implement Support the „good“ the „good“
  • 35. Future value Spend more on figuring out what to do early Spend less on fixing bad UX later
  • 36. Thank you Methodology (in Lithuanian) available at: http://epaslaugos.ideacode.lt/