Designing Gov 2.0 That's Inclusive

The Change We Need Needs IXD: Designing Gov 2.0 that’s Inclusive
Kate Walser
@kwalser
February 2010
#gov20 #ixd10

Citizen as Partner

Citizens
Millions
Want things now
Want a voice
Different demographics Languages, education, technology, etc.

Transparency bust open the data ... APIs ...access government records ... FOIA... knowledge is power

Sonal Shah Office of Social Innovation and Civic Participation

Gov 2.0 that’s Inclusive Design the Conversation

Hi! How’s it going? Good. You? Good. Wondering how much snow I’ll be shoveling back in DC A Conversation

The government wants your ideas. Great! How about solar panel credits for small business? What beautiful snow! Not A Conversation

Not A Conversation

1. Talk
You speak a common language

Will citizens know what XML, KML / KMZ are? Most session attendees did not.

TurboTax uses familiar words, reinforces with icons

http://outsideindc.com/stumblesafely/night StumbleSafely presents data via a graph and images A conversation about neighborhood safety

Talk
Use plain language
Pick words people will understand
Show with images

2. Focus
You make your point, quickly
1. Talk

Which site would you choose? getfoodstamps.net fns.usda.gov/FSP Two results for “food stamps”

mint.com Quickly conveys “we can help you with money”

Focus
Make it easy to access products, services
Pick words that reinforce purpose
Hide the other things

3. Engage
You get their interest & you listen
1. Talk 2. Focus

summitonthesummit.com Grabs you from the first moment Why do these 15 people look cold and want water?

Provides interest and intrigue - loading mountain?

Engages by providing updates about climbers, vitals, and great ways to think about donating (1 cent = 1 liter of clean water)

Engages with simple ways to get involved

We’re listening - “top 5 actions based on comments posted...”

Engage
Make a connection
Give updates
Provide ways to get involved
Make it interesting and intriguing
Let them know you’re listening

4. Support
You help them
1. Talk 2. Focus 3. Engage

There’s more than one? Way too hard - not enough work done in background to aggregate Apple Computer, Inc. data

If you misspell, Google makes a good guess and offers alternative suggestions - “here’s what we found, but did you mean this ?”

Support by providing voice search and then guessing what you’d want via a mobile device - “want me to call them? do you need directions?”

Support
Think about what’s needed
Offer suggestions
Keep the conversation going

5. Adapt
You find ways to get together
1. Talk 2. Focus 3. Engage 4. Support

youtube.com/citizentube Great start at conversation... what about people who can’t access Internet or YouTube in time?

mosio.com More ways to have conversation - text in a question, get an answer / response

SCAD Service Design - http://servd.us What if we had kiosks in places like the Dept. of Motor Vehicles? Get involved while you’re stuck there.

Realizing lower-income patients must choose between spending the day to get to a doctor or spending the day cashing a check, getting groceries, this clinic was set up in a shopping strip with a bank and grocer. Patients can take a pager with them to do errands rather than sit in the waiting room.

Adapt
Create citizen personas rural, non-techie, lower reading level, non-native English speaker
Remove barriers physical, cultural, language, technology
Offer access when, where it’s needed

Design the Conversation
Talk
Focus
Engage
Support
Adapt

Thank you! kate (at) cxinsights (DOT) com twitter: @kwalser

Additional Resources
PlainLanguage.gov http://www.plainlanguage.gov
Section 508 http://www.access-board.gov/sec508/guide/
World Wide Web Consortium, Web Accessibility Initiative http://www.w3.org/wai
“ Government Data and the Invisible Hand,” Robinson, et al. 2009. http://ssrn.com/abstract=1138083
“ Moving Toward a 21st Century Right-to-Know Agenda,” Right to Know Community, November 2008. http://www.ombwatch.org/files/21strtkrecs.pdf

Photo Credits
Gov 2.0 Crowd: flickr.com/creativecommons
Connect, Don’t Push - Rope: Flickr Creative Commons flickr.com/people/gullevek
Citizens: Purple Tunnel of Doom, J. Bordeaux http://jbordeaux.com/dear-senator-feinstein/
University of Illinois, Miles Square Health Center: Phoenix Builders, LTD. http://phoenixbuilders.com/projects/University_of_Illinois_Miles_Square.html

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Designing Gov 2.0 That's Inclusive

by Kate Walser

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