Designing Gov 2.0 That's Inclusive

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Inspired by President Obama’s vision, government agencies have stepped on the accelerator and are opening up their agencies, data, and missions to the public like never before. With 305 million people in the US, that’s some lot of potential customers and users. And this audience spans different demographics, ethnicities, education levels, and levels of interest in government. Where product companies and organizations may be able to focus in on certain target audiences, “Gov 2.0″ success and continued energy President Obama’s brought to the government will depend on making ALL in the US feel welcome and engaged. Not a small task.

Presented at Interaction 10, the conference for interaction designers, in Savannah, GA, February 2010.

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  • Because all these people want a voice, the gov’t could be swamped. Swamped Can’t be everywhere FOIA / RM requirements Using agency products
  • Designing Gov 2.0 That's Inclusive

    1. The Change We Need Needs IXD: Designing Gov 2.0 that’s Inclusive <ul><li>Kate Walser </li></ul><ul><li>@kwalser </li></ul><ul><li>February 2010 </li></ul>#gov20 #ixd10
    2. Citizen as Partner
    3. Citizens <ul><li>Millions </li></ul><ul><li>Want things now </li></ul><ul><li>Want a voice </li></ul><ul><li>Different demographics Languages, education, technology, etc. </li></ul>
    4. Transparency bust open the data ... APIs ...access government records ... FOIA... knowledge is power
    5. Sonal Shah Office of Social Innovation and Civic Participation
    6. Gov 2.0 that’s Inclusive Design the Conversation
    7. Hi! How’s it going? Good. You? Good. Wondering how much snow I’ll be shoveling back in DC A Conversation
    8. The government wants your ideas. Great! How about solar panel credits for small business? What beautiful snow! Not A Conversation
    9. Not A Conversation
    10. 1. Talk <ul><li>You speak a common language </li></ul>
    11. Will citizens know what XML, KML / KMZ are? Most session attendees did not.
    12. TurboTax uses familiar words, reinforces with icons
    13. http://outsideindc.com/stumblesafely/night StumbleSafely presents data via a graph and images A conversation about neighborhood safety
    14. Talk <ul><li>Use plain language </li></ul><ul><li>Pick words people will understand </li></ul><ul><li>Show with images </li></ul>
    15. 2. Focus <ul><li>You make your point, quickly </li></ul>1. Talk
    16. Which site would you choose? getfoodstamps.net fns.usda.gov/FSP Two results for “food stamps”
    17. mint.com Quickly conveys “we can help you with money”
    18. Focus <ul><li>Make it easy to access products, services </li></ul><ul><li>Pick words that reinforce purpose </li></ul><ul><li>Hide the other things </li></ul>
    19. 3. Engage <ul><li>You get their interest & you listen </li></ul>1. Talk 2. Focus
    20. summitonthesummit.com Grabs you from the first moment Why do these 15 people look cold and want water?
    21. Provides interest and intrigue - loading mountain?
    22. Engages by providing updates about climbers, vitals, and great ways to think about donating (1 cent = 1 liter of clean water)
    23. Engages with simple ways to get involved
    24. We’re listening - “top 5 actions based on comments posted...”
    25. Engage <ul><li>Make a connection </li></ul><ul><li>Give updates </li></ul><ul><li>Provide ways to get involved </li></ul><ul><li>Make it interesting and intriguing </li></ul><ul><li>Let them know you’re listening </li></ul>
    26. 4. Support <ul><li>You help them </li></ul>1. Talk 2. Focus 3. Engage
    27. There’s more than one? Way too hard - not enough work done in background to aggregate Apple Computer, Inc. data
    28. If you misspell, Google makes a good guess and offers alternative suggestions - “here’s what we found, but did you mean this ?”
    29. 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?”
    30. Support <ul><li>Think about what’s needed </li></ul><ul><li>Offer suggestions </li></ul><ul><li>Keep the conversation going </li></ul>
    31. 5. Adapt <ul><li>You find ways to get together </li></ul>1. Talk 2. Focus 3. Engage 4. Support
    32. youtube.com/citizentube Great start at conversation... what about people who can’t access Internet or YouTube in time?
    33. mosio.com More ways to have conversation - text in a question, get an answer / response
    34. 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.
    35. 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.
    36. Adapt <ul><li>Create citizen personas rural, non-techie, lower reading level, non-native English speaker </li></ul><ul><li>Remove barriers physical, cultural, language, technology </li></ul><ul><li>Offer access when, where it’s needed </li></ul>
    37. Design the Conversation <ul><li>Talk </li></ul><ul><li>Focus </li></ul><ul><li>Engage </li></ul><ul><li>Support </li></ul><ul><li>Adapt </li></ul>
    38. Thank you! kate (at) cxinsights (DOT) com twitter: @kwalser
    39. Additional Resources <ul><li>PlainLanguage.gov http://www.plainlanguage.gov </li></ul><ul><li>Section 508 http://www.access-board.gov/sec508/guide/ </li></ul><ul><li>World Wide Web Consortium, Web Accessibility Initiative http://www.w3.org/wai </li></ul><ul><li>“ Government Data and the Invisible Hand,” Robinson, et al. 2009. http://ssrn.com/abstract=1138083 </li></ul><ul><li>“ Moving Toward a 21st Century Right-to-Know Agenda,” Right to Know Community, November 2008. http://www.ombwatch.org/files/21strtkrecs.pdf </li></ul>
    40. Photo Credits <ul><li>Gov 2.0 Crowd: flickr.com/creativecommons </li></ul><ul><li>Connect, Don’t Push - Rope: Flickr Creative Commons flickr.com/people/gullevek </li></ul><ul><li>Citizens: Purple Tunnel of Doom, J. Bordeaux http://jbordeaux.com/dear-senator-feinstein/ </li></ul><ul><li>University of Illinois, Miles Square Health Center: Phoenix Builders, LTD. http://phoenixbuilders.com/projects/University_of_Illinois_Miles_Square.html </li></ul>

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