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The UX of Gov 2.0
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The UX of Gov 2.0

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User experience of government 2.0. 11/30 presentation for Usability Professionals' Association, DC Chapter (upa-dc-metro.org).

User experience of government 2.0. 11/30 presentation for Usability Professionals' Association, DC Chapter (upa-dc-metro.org).

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  • What is itChallenges and opportunitiesRole of UXExamplesFuture
  • Story told by Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA
  • Substance Abuse and Mental Health Services Administration
  • Transcript

    • 1. The UX of Gov 2.0Kate Walser •kate@cxinsights.com• (571) 281-2626November 30, 2011
    • 2. Citizen as Partner
    • 3. Transparency Accountability & data
    • 4. Improved servicesReporting & tracking
    • 5. InnovationProblems & solutions
    • 6. CollaborationDiscussion & feedback
    • 7. Not Just in the US Iceland – http://stjornlagarad.is/
    • 8. Iceland – http://stjornlagarad.is/
    • 9. UK – http://www.patientopinion.org.uk/
    • 10. Opportunities
    • 11. Understanding
    • 12. Death & Taxes, by Jess Bachmanhttp://deathandtaxesposter.com/
    • 13. Expectations
    • 14. Identity.gov / .org / .com
    • 15. Identity.gov / .org / .com
    • 16. Value 17
    • 17. WorkflowMany tasks, Many bosses, Limited resources
    • 18. ToolsSupporting Actor - Design, Context, Plan
    • 19. Understanding UsersWho they are, Where they are, How they access gov
    • 20. UX Factors 21
    • 21. UX HoneycombFacets of the User Experience (P. Morville)http://semanticstudios.com/publications/semantics/000029.php
    • 22. 5 E’s to Understand UsersUsing the 5Es to Understand Users (W. Quesenbery)http://wqusability.com/articles/getting-started.html
    • 23. A Path 1. Accessible time, place 2. Outreach, invitation 3. Plain language, data 4. Supporting features 5. Expectations, feedbackMore discussion: Gov 2.0 chapter, in Usability and UX of Government SystemsK. Walser; Edited by E. Buie, D. Murray (May 2012)
    • 24. - What do we want - What about users - What do we do with people to do? without internet? the ideas?- What would make - Mobile? - What feedback do them act? - Reading required? we give them?- Where’s the “sign?” - Supporting features? - How / where do we- How many will see it? (e.g., demo, glossary, follow up?- English? Spanish? pictures) - Do we reward Arabic? people?
    • 25. Examples 26
    • 26. Budget by the PeopleSanta Cruz, CA (2009)
    • 27. Clear, Simple Easy to learnCity of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media PresentationGov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA
    • 28. Social Engaging, UsefulCity of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media PresentationGov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA
    • 29. Closing the Loop Feedback*City of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media PresentationGov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA
    • 30. Challenge.govSponsored by GSA, Challenges by Many
    • 31. Context, ExpectationsRules, Dates, Background Info
    • 32. InstructionsShort text, Images
    • 33. Gulf Oil Spill – Mental HealthSAMHSA, Substance Abuse and Mental Health Services Administration
    • 34. ChannelsPosters, Billboard
    • 35. ChannelsTV, YouTubeUS Surgeon General Regina Benjamin, for HHS’s Substance Abuse and Mental Health Services Administrationhttp://www.youtube.com/watch?v=V2lJcmDTqts&feature=player_embedded
    • 36. ChannelsMobileMosio, SMS messaging
    • 37. Exercise: DMV 2.0 38
    • 38. 1. User outreach and involvement 1. Where are users 2. How can we reach them2. Context, background information citizens will need to participate3. How will we collect ideas, circle back on feedback 1. Tools? 2. Channels4. Form factors, design features 1. Wow factors to get people excited, involved 39
    • 39. Final Thoughts 40
    • 40. Contact Kate Walser kwalser@cxinsights.com @kwalser 571.281.2626 (mobile) 41
    • 41. References• Usability and UX in Government Systems (May 2012!) Editors: E. Buie, D. Murray Chapter 3, “Gov 2.0,” K. Walser• Open Government Partnership http://www.opengovpartnership.org/• City of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media Presentation (Sept 2009) http://www.gov2expo.com/gov2expo2009/public/schedule/detail/10344 42
    • 42. Photo Credits Santa Cruz, CA: Waves crashing against the Santa Cruz shore, Don Debold http://www.flickr.com/photos/ddebold/4788703177/ Angry Birds, Property of Rovio Fullerton DMV, Micah Sittig http://www.flickr.com/photos/msittig/4426725799/ Tools – I see a face, tanakawho http://www.flickr.com/photos/28481088@N00/669459153/ 43

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