Too much “us” Where would I find information about apermit to cut down a tree?
Where do I start?
Content siloed by departmentLet’s look at the departments.
There’s no obvious choice Guess I could search…
Can I track it down this way? It’s probably not the “mediaroom”.
Maybe it’s over here? Could it be in the“engsvcs” department?
Does engsvcs handle it? No tree permits here.
What is “commsvcs”, anyhow? Maybe the “commsvcs” department?
Is it obvious that commsvcs = trees? OK, I think I found it.
Too much “us” The goal:Organize informationfor the user, not for the organization.
Don’t make me work* How can I stay informed withoutinformation overload? * Nod to Steve Krug’s Don’t Make Me Think
News for the entire city Which of this stuff is relevant to me?
How can I filter this for me? I have to go hunting just to see if I need the info.
Don’t make me work The goal: Make it easy to getrelevant information.
Not task-basedWhat do I need to dobefore I plant in the boulevard?
But what do I do? I can “find out more”.
But what do I do? Still no task…
Disconnected task Here’s what I do…I think.
Following the popular links I want to find a recreational activity.
Where’s the task? Popular? Yikes, I’m overwhelmed.
Looking for real-time information I want to avoid road crews on my drive home.
Where’s the task? How do I work this thing?
Not task-based The goal:Help residents completetasks clearly and easily.
Unbalanced contentEvery week, they pick upmy garbage. This week,they missed the pickup.
What people want Garbage & Request an Recycling: inspection: Parking: tickets and missed collections, building, electrical, enforcement get new gas, sprinkler bag/box/bin Hours of Report Property ops for Report Lookburnt out for a tax Business landfill abandoned job street garbage / light balance license: vehicle status/renew Source: 311 calls Feb 2009 to Jan 2010
What’s on the site Community Services: Parks: programs, bylaws, programs, parks, gardens,City Clerk: minutes, reports, business licenses, pools, Parks Board mayor & council, dog pound, theatrescommittees, election results Financial Services Engineering Sustain- ability Source: 2009/2010 City of Vancouver Content inventory
Unbalanced content The goal:Ensure the users’ needs are met, as are theorganizational objectives.
SearchWhere would you findinformation about…
Sometimes it works Click. Pay. Done. Beauty.
Construction permits Old bulletins? Parking permits?
Car-free days Old documents? Meeting minutes?
Search The goal: Make search resultsrelevant and accurate.
The PlanMake it work !
Bring in the User-Centered DesignFrank Connie Lisa NahmFrustrated Content Citizen Locally-involved Newcomer 101 Aaron Bahri Stevie Ambitious Business Owner Student
One City, One Voice
Need to meet business requirements Participation Facilitate public engagement Transactions Provide in-demand services Provide answers to Publishing frequently asked questions People & Process Have efficient User Experience Technology work processes
Common problem: too much content• 26,000 HTML pages• 35,000 binary files (mostly PDF)• 12 areas (34 business units)
Go from bloated … to just enough
Be ruthless about “hoarding”
Connect content across the organization
From content by department
To visitors’ mental model
Easy to read
Clear call to action
Easy-to-follow task path
Case study detourGovernments run on meetings
Reports, agendas, minutesIssues get written up Reports get put onto agendas Recommendations get published
Like this: agenda with multiple topics
Re-think content delivery from BLOBs
To the topic-based model
Components repackaged by outputSource channelcontent Output A Output B Output C Output D
How to componentize this?
Genre = social construct AGENDA Item for discussion 1 Item for discussion 2 Item for discussion 3 Item for discussion 4 Item for discussion 5
Schema = technical construct Topics TagsItem for discussion 1 AGENDAItem for discussion 2 Item for discussion 1 Item for discussion 2Item for discussion 3 Item for discussion 3Item for discussion 4 Item for discussion 4 Item for discussion 5Item for discussion 5
Rethink the content flow
Deliver to the neighbourhood pages
Deliver to relevant pages site-wide
Better search results
Connect the dots
Instructive and a showcase
Tell the City’s story
Engage the next generation
What we didn’t cover here• Mobile• Applications• Maps• Open data• Engagement tools• Taxonomy• Social media• Digital strategy• Governance…and much, much more