How To Create Government Websites That Don't #FAIL


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Overview and notes for OpenGovWest 11 panel on website usability

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  • How To Create Government Websites That Don't #FAIL

    1. 1. How To Create Government Websites That Don’t #FAIL Kathy E. Gill, University of Washington Dustin Hodge, UX Designer Gordon Ross, OpenRoad
    2. 2. 1. Be Useful 2. Be Usable 3. Be Accessible 4. Be Attractive 5. Be Social 6. Think Mobile
    3. 3. The Internet Is Mainstream <ul><li>82% of Americans online use government websites </li></ul><ul><li>48% have looked online for information about a local, state or federal public policy or issue </li></ul><ul><li>46% have checked out the services a government agency provides </li></ul><ul><li>Pew Internet & American Life Project, How Americans Use Government Websites , April 27, 2010 </li></ul>
    4. 4. But They Can’t Always Get What They Want …
    5. 5. Successful Engagement Means… <ul><li>Cost Savings – 80% more likely to use website as primary interaction channel </li></ul><ul><li>Word of Mouth “Advertising” – 79% more likely to recommend the site </li></ul><ul><li>Foresee Results, Making the Case for E-Gov, April 26, 2011 </li></ul><ul><li>110 websites; 330,000 surveys </li></ul>
    6. 7. No #1 Citizen Priority For Improvement … Functionality Transparency (a tie)
    7. 8. Benchmark Federal Gov’t Sites <ul><li>Social Security Administration, iClaim </li></ul><ul><li>Social Security Administration, Estimator </li></ul><ul><li>Social Security Administration, Prescription Drug Plans </li></ul>
    8. 9. Panel: <ul><li>Case-Studies With Lessons Learned </li></ul><ul><ul><li>Dustin : City of Seattle </li></ul></ul><ul><ul><li>Gordon : City of Vancouver BC </li></ul></ul><ul><ul><li>Notes appended to this deck </li></ul></ul><ul><li>Followed by Q&A </li></ul><ul><li>I’ll monitor backchannel: #ogw11 #web (this is not Sarah’s hashtag!) </li></ul>
    9. 10. A Word About Social … …. It’s More Than Facebook
    10. 11. Don’t Make Us Create New Accounts To Access Info …. But Don’t Limit Us To FacebookConnect, Either!
    11. 12. And A Word About Mobile
    12. 13. Thank You! <ul><li>Kathy E. Gill, @kegill </li></ul><ul><li>Dustin Hodge, @zelbinian </li></ul><ul><li>Gordon Ross, @gordonr </li></ul><ul><li>Panel Presentation at OpenGovWest </li></ul><ul><li>May 13, 2011 </li></ul><ul><li>Portland, OR </li></ul><ul><li>Slide design influenced by NZ Company Optimal Usability </li></ul>
    13. 14. Notes From Gordon – Page 1 <ul><li>Peter Morville </li></ul><ul><ul><li>O’Reilly Book: Information Architecture </li></ul></ul><ul><ul><li>Usability Honeycomb </li></ul></ul><ul><li>Evolution of Web Design Patterns </li></ul><ul><ul><li>Web 1.0 (design anti-pattern): website organizations mirrors org chart </li></ul></ul><ul><ul><li>Next step: organization by type of customer (who am I? who does the site think I am?) </li></ul></ul><ul><ul><li>Task organization -> think verbs not nouns </li></ul></ul>
    14. 15. Gordon - 2 <ul><li>Richard Saul Wurman (how to classify information) </li></ul><ul><ul><li>Location </li></ul></ul><ul><ul><li>Alphabet </li></ul></ul><ul><ul><li>Time </li></ul></ul><ul><ul><li>Category </li></ul></ul><ul><ul><li>Hierarchy </li></ul></ul>
    15. 16. Gordon - 3 <ul><li>Subject Matter Classification Experiment: chicken, cow, grass – which of the one of those three does not belong? </li></ul><ul><ul><li>How many said chicken? </li></ul></ul><ul><ul><li>How many said cow? </li></ul></ul><ul><ul><li>How many said grass? </li></ul></ul><ul><li>There is no one true civic IA – hypothesize and test </li></ul>
    16. 17. Gordon - 4 <ul><li>The City of Vancouver confused the “City” with the “city” – institution and governance versus geographic “plexis” </li></ul><ul><li>Research into mental models of citizens of Vancouver </li></ul>
    17. 18. Dustin – Page 1 <ul><li>Usability study for </li></ul><ul><li>Myths: </li></ul><ul><ul><li>Everything needs to be above the fold </li></ul></ul><ul><ul><li>Everything needs to be found in three clicks </li></ul></ul><ul><li>Steve Krug: </li></ul><ul><ul><li>Don’t Make Me Think </li></ul></ul><ul><ul><li>Rocket Surgery Made Easy </li></ul></ul>
    18. 19. Dustin - 2 <ul><li>Hooked up with Deal-a-Day sites to give participants things like $25 for only $15 – targeted business users and citizens </li></ul><ul><li>Instead of setting up fancy usability lab </li></ul><ul><ul><li>Used cubicle in Seattle gov office + webcam </li></ul></ul><ul><ul><li>Conference room elsewhere, with managers and IT people, watching </li></ul></ul><ul><ul><li>The power of real time observation (or video later) </li></ul></ul><ul><ul><li>Led to ad hoc committee formation in the room </li></ul></ul><ul><ul><li>Can be done in-house inexpensively </li></ul></ul>
    19. 20. Group Questions <ul><li>When will Seattle implement the redesign? </li></ul><ul><ul><li>Already done – some in stages </li></ul></ul><ul><li>Gordon -> when we do usability tests for gov’t sites we do a “findability” task … findability does not always = task success </li></ul><ul><li>Kathy puts a plug in for metadata for documents </li></ul>
    20. 21. Group Questions - 2 <ul><li>What happens when you start letting people categorize (tag) data? </li></ul><ul><ul><li>Dustin -> there was a thought about My.Seattle.Gov … </li></ul></ul><ul><li>Handhelds and the small screen </li></ul><ul><ul><li>Gordon -> think context of use – how are people using mobile devices in the world </li></ul></ul>