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).

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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
  • The UX of Gov 2.0

    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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