User experience in Government: Tales From Oz

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This talk was presented at Yahoo! on Monday 3rd of November 2008, Sunnyvale, California.

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  • User experience in Government: Tales From Oz

    1. 1. User experience in Government: Tales from Oz Ruth Ellison Yahoo! 3 November 2008
    2. 2. <ul><li>Who’s Ruth ? </li></ul><ul><li>Love food & photography </li></ul><ul><li>(check out my flickr stream....) </li></ul>
    3. 3. Where do I live?
    4. 4. <ul><li>Work in Federal Government in Canberra </li></ul><ul><ul><li>Embedded UX person </li></ul></ul><ul><ul><li>Consultant at Stamford Interactive </li></ul></ul>
    5. 5. <ul><li>3 key UX presentation topics </li></ul><ul><ul><li>Australian Government culture & trends </li></ul></ul><ul><ul><li>Challenges in Australian Government </li></ul></ul><ul><ul><li>Accessibility </li></ul></ul>
    6. 8. <ul><li>Australian Government is very diverse </li></ul>
    7. 10. Websites based on Government silos and structures
    8. 11. <ul><li>Let’s look at an example... </li></ul><ul><li>Having a baby </li></ul>
    9. 12. <ul><li>May involve... </li></ul><ul><ul><li>Centrelink – Baby Bonus payment </li></ul></ul><ul><ul><li>Family Assistance Office – child care benefit, Maternity Immunisation Allowance </li></ul></ul><ul><ul><li>Medicare – immunisation, Medicare card </li></ul></ul><ul><ul><li>Child Support Agency </li></ul></ul><ul><ul><li>State’s birth, death and marriages </li></ul></ul><ul><ul><li>More??? </li></ul></ul>
    10. 13. <ul><li>Information discovery is a challenge </li></ul>
    11. 14. <ul><li>People aren’t going to Government websites to be entertained </li></ul>
    12. 15. <ul><li>Citizen interaction with Government is changing </li></ul>
    13. 17. <ul><li>People become part of the political process </li></ul>
    14. 18. User experience isn’t just for clients & customers...it’s just as critical for staff
    15. 20. There is no perfect world
    16. 21. <ul><li>Funding and timing often constrains what UX activities that can be undertaken </li></ul>
    17. 22. Love it or hate it – politics is every where
    18. 23. Government is very artefact heavy
    19. 24. <ul><li>Legislation can be a challenge </li></ul>
    20. 25. <ul><li>Risk adverse </li></ul>
    21. 26. <ul><li>4 year cycle </li></ul>Amount of money Time
    22. 28. ABS survey in 2003…. <ul><li>20% of Australians have a disability </li></ul><ul><ul><li>15% accident or injury </li></ul></ul><ul><ul><li>14% disease, illness or heredity </li></ul></ul><ul><ul><li>11% working conditions, work or over-work </li></ul></ul>
    23. 29. <ul><li>Slowly but surely...increasing awareness of accessibility </li></ul>
    24. 30. <ul><li>Websites need to be accessible under the Disability Discrimination Act 1992 </li></ul>
    25. 31. <ul><li>No centralised accessibility fund in many cases </li></ul>
    26. 32. <ul><li>Purchasing decisions </li></ul><ul><ul><li>Customised versus off-the-shelf </li></ul></ul><ul><ul><li>Accessibility requirements in tender processes </li></ul></ul>
    27. 33. <ul><li>Integrated approach to usability and accessibility needed from the start </li></ul>
    28. 35. <ul><li>Be pragmatic </li></ul>
    29. 36. <ul><li>Be politically savvy </li></ul>
    30. 37. <ul><li>Be passionate </li></ul>
    31. 38. Questions or need more info? <ul><li>Ruth Ellison </li></ul><ul><li>Email: [email_address] </li></ul><ul><li>Phone: +612 6280 7834 </li></ul><ul><li>Mobile: +61423 763 314 </li></ul><ul><li>@ruthellison </li></ul><ul><li>@ruthellison </li></ul><ul><li>Find Stamford at www.stamfordinteractive.com.au </li></ul><ul><li>Find me at www.ruthellison.com </li></ul><ul><li>See this presentation at www.slideshare.net/RuthEllison </li></ul>
    32. 39. <ul><li>Credits: </li></ul><ul><li>Most photos from istockphoto.com </li></ul><ul><li>Thanks to Caronne Carruthers-Taylor, and Stamford workmates for brain power! </li></ul>

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