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

1. The UX of Gov 2.0
Kate Walser •kate@cxinsights.com• (571) 281-2626
November 30, 2011

2. Citizen as Partner

3. Transparency
Accountability & data

4. Improved services
Reporting & tracking

5. Innovation
Problems & solutions

6. Collaboration
Discussion & 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 Bachman
http://deathandtaxesposter.com/

13. Expectations

15. Identity
.gov / .org / .com

16. Identity
.gov / .org / .com

17. Value
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18. Workflow
Many tasks, Many bosses, Limited resources

19. Tools
Supporting Actor - Design, Context, Plan

20. Understanding Users
Who they are, Where they are, How they access gov

21. UX Factors
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22. UX Honeycomb
Facets of the User Experience (P. Morville)
http://semanticstudios.com/publications/semantics/000029.php

23. 5 E’s to Understand Users
Using the 5Es to Understand Users (W. Quesenbery)
http://wqusability.com/articles/getting-started.html

24. A Path
1. Accessible time, place
2. Outreach, invitation
3. Plain language, data
4. Supporting features
5. Expectations, feedback
More discussion: Gov 2.0 chapter, in Usability and UX of Government Systems
K. Walser; Edited by E. Buie, D. Murray (May 2012)

25. - 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?

26. Examples
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27. Budget by the People
Santa Cruz, CA (2009)

28. Clear, Simple
Easy to learn
City of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media Presentation
Gov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA

29. Social
Engaging, Useful
City of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media Presentation
Gov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA

30. Closing the Loop
Feedback*
City of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media Presentation
Gov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA

31. Challenge.gov
Sponsored by GSA, Challenges by Many

32. Context, Expectations
Rules, Dates, Background Info

33. Instructions
Short text, Images

34. Gulf Oil Spill – Mental Health
SAMHSA, Substance Abuse and Mental Health Services Administration

35. Channels
Posters, Billboard

36. Channels
TV, YouTube
US Surgeon General Regina Benjamin, for HHS’s Substance Abuse and Mental Health Services Administration
http://www.youtube.com/watch?v=V2lJcmDTqts&feature=player_embedded

37. Channels
Mobile
Mosio, SMS messaging

38. Exercise: DMV 2.0
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39. 1. User outreach and involvement
1. Where are users
2. How can we reach them
2. Context, background information citizens will
need to participate
3. How will we collect ideas, circle back on
feedback
1. Tools?
2. Channels
4. Form factors, design features
1. Wow factors to get people excited, involved
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40. Final Thoughts
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41. Contact
Kate Walser
kwalser@cxinsights.com
@kwalser
571.281.2626 (mobile)
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42. 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
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43. 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/
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