Think of government systems as confusing by design?
Elizabeth Buie, a computer systems professional with over 35 years of experience working on government systems and websites, gives her insights on the role of usability and user experience in government systems. She discusses how applying these principles and techniques in the design of government systems can make government more effective and efficient, thereby making it more cost effective and less expensive to run. She describes how these approaches can enable government systems to give their users a satisfying and even — dare we hope? — pleasant experience, whether they are interacting with their government from the outside or working for it on the inside.
In government systems, we are all stakeholders.
These findings are covered in Usability in Government Systems: User Experience Design for Citizens and Public Servants, which Elizabeth co-edited with Dianne Murray. This book, the first one to address this subject, contains chapters written by more than 30 experts in the field. You can get the book from Amazon at http://is.gd/uxgov
This presentation was given to the DC Web Women in the autumn of 2012.