0
UX Methodology
Design
Public e-Services in Lithuania

Ramune Norkute,
Idea Code
Information Society
Development Committee
Shaping Lithuania’s state policy in the development of
information and communica...
Human factors
framework
1 Year Ahead
Vacation is nice...
6 Months Ahead

Diving?...
6 Months Ahead

Mountains?...
2 Weeks Ahead
What Happened
Abstract,
big picture,
no specifics

Relaxed
Geek terms: Construal Level Theory

Close

Choices

Far away

S...
How is this relevant
to the public
sector UX?
E-Service
Close

Far away

Functional
requirements

Complete
actions
to reach
a planned result

Actions

Abstract
requirem...
Issues with Functional
Requirements
Have no
idea what
users need

“Know”
what users
need

Has a
different
vision in
mind

...
What happens then…
Far away
Abstract
requirements
(law),
general
discussions

Functional
requirements

Actions

Close

???...
Solutions?
Need to
1. Make people communicate their ideas early
2. Realize the difference between yourself and the user
3. Get the us...
New

Sounds
magic

Agile
Too risky

Legal
issues
Traditional
UX Methodology
Common Principles
1. User needs in the center
2. Regular user research and involvement
3. Design and development based on ...
High level process
Define the
„good“

Implement Support
the „good“ the „good“
Process in more detail
Define the
„good“

Implement the
„good“

Support the
„good“

Modernize

Idea

Design

Implement

Su...
Tools
 Stakeholder list

 Customer journey

 Target group description

 Service blueprint

 Persona description

 Bu...
Idea

Modernize

Idea

Design

Implement

Support

Identify user needs, generate and explore e-service
ideas, which match ...
Design

Modernize

Idea

Design

Implement

Support

Formulate specific e-service solution, which will be
implemented. Val...
Implement

Modernize

Idea

Design

Implement

Support

Liquidate

Code, create, build, install, setup user centered e-ser...
Support

Modernize

Idea

Design

Implement

Support

Liquidate

Carry out support, solve problems, implement minor
change...
Modernize
Modernize

Idea

Design

Implement

Support

Implement changes due to environment , technology,
process and othe...
Liquidate
Modernize

Idea

Design

Implement

Support

Liquidate a no longer needed e-service. Inform users.
Ensure transi...
Implementation
Document pack
UX Methodology (Process+Tools)

Tool Use
Examples

Procurement
Guidelines

Training materials

Available at:...
Timeline

Methodology
development

2013.03-09

Trainings

2013.10

Publication

2013.10-12

Formalization

2014
Takeaways
E-Service
Far away
Abstract
requirements
(law),
general
discussions

Functional
requirements

Actions

Close

???

Complet...
Before…
Spend more
on fixing bad
UX later
Spend less on
figuring out
what to do
early
New Process and Tools
Define the
„good“

Implement Support
the „good“ the „good“
Future value
Spend more
on figuring
out what to do
early
Spend less on
fixing bad UX
later
Thank you
Methodology (in Lithuanian) available at: http://epaslaugos.ideacode.lt/
Upcoming SlideShare
Loading in...5
×

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

583

Published on

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.

Published in: Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
583
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
15
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide
  • 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 of "Case study: UX Methodology Design for Public E-services in Lithuania"

    1. 1. UX Methodology Design Public e-Services in Lithuania Ramune Norkute, Idea Code
    2. 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. 3. Human factors framework
    4. 4. 1 Year Ahead Vacation is nice...
    5. 5. 6 Months Ahead Diving?...
    6. 6. 6 Months Ahead Mountains?...
    7. 7. 2 Weeks Ahead
    8. 8. What Happened Abstract, big picture, no specifics Relaxed Geek terms: Construal Level Theory Close Choices Far away Specific plans, details Panic
    9. 9. How is this relevant to the public sector UX?
    10. 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. 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. 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. 13. Solutions?
    14. 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. 15. New Sounds magic Agile Too risky Legal issues
    16. 16. Traditional
    17. 17. UX Methodology
    18. 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. 19. High level process Define the „good“ Implement Support the „good“ the „good“
    20. 20. Process in more detail Define the „good“ Implement the „good“ Support the „good“ Modernize Idea Design Implement Support Liquidate
    21. 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. 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. 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. 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. 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. 26. Modernize Modernize Idea Design Implement Support Implement changes due to environment , technology, process and other factors. Test-improve-launch. Liquidate
    27. 27. Liquidate Modernize Idea Design Implement Support Liquidate a no longer needed e-service. Inform users. Ensure transition. Liquidate
    28. 28. Implementation
    29. 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. 30. Timeline Methodology development 2013.03-09 Trainings 2013.10 Publication 2013.10-12 Formalization 2014
    31. 31. Takeaways
    32. 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. 33. Before… Spend more on fixing bad UX later Spend less on figuring out what to do early
    34. 34. New Process and Tools Define the „good“ Implement Support the „good“ the „good“
    35. 35. Future value Spend more on figuring out what to do early Spend less on fixing bad UX later
    36. 36. Thank you Methodology (in Lithuanian) available at: http://epaslaugos.ideacode.lt/
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×