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Designing Govt.nz
Anna Brown
Director, Open Lab
Senior Lecturer, College of Creative Arts
Massey University
New Zealand
@AnnaEBrown
Govt.nz Revision &
Re-design
Te Kāwanatanga o Aotearoa
Laura Prescott
Meg Howie &
Finlay Brazier
Getting to know
government
Making it easy for people to
find, access and use government
information online
Where to start?
Content vs. Aesthetic
Search vs. Browse
Kiwi vs. NZ government
Tensions
Google - 1 minute
Govt.nz - 5 minutes
Number of Clicks: 16
Time: 5:00
GovernmentNZ
TopGoogleResults—EnterSite
PauaLimitSearch
NoResult—TryinGoogle
BacktoA-ZSearch
BackTwoClicks—A-ZSearch
Environmentandclimate—Conservation
NaturalResource
Community,Arts&Sport
Fishing&Hunting
Fishing
FishingLimits&Laws
RedirectedtoMPIwebsite­—PictureNoSizeLimits
RecreationalfishingRules
Regional
Publication—Download
GraphExplainingSizes
Number of Clicks: 5
Time: 1:00
PauaSizeLimit
Results—MinistryforPrimaryIndustries
GuidelinesforGatheringPaua
Download.pdf
Diagramthatshows125mmPauaLimit
Fisheries|Recreational|PopularSpecies|Paua
Govt.nz
Google
What’s working?
— Language was easy to read
— Plenty of white space
— Responsive/reactive design
What’s not
— Too many clicks to get anywhere (too many site levels)
— Confusing categories
— Lots of padding in the content
— Unclear what was on the site (link directory or written guide)
— ‘I feel like I’m going to get spammed’ (lacks authority)
— ‘Plain and boring’
— Unclear hierarchy and site levels
Investigating
Where can we
add value?
User centered, inclusive,
iterative design
Purpose
Link portal Search Directory Content Shift Consistent Govt.nz Style
Across Agencies
All Inclusive Govt.nz
Future plan
→
Current website New govt.nz aims
Site restructure Current
Home
Directory
Hub
Topic
Info
SearchResults
PopularPages
PopularPages
External Links
Site restructure Current
Home
Directory
Hub
Topic
Info
SearchResults
PopularPages
PopularPages
External Links
Proposed
Home
Hub
Info Page / Guides
SearchResults
PopularPages
External Links
Kia ora, govt.nz is your
guide to finding and using
government services
Search govt.nz
English 
Births, deaths &
marriages
Citizenship, visas &
immigration
Births, children and parenting
Death and bereavement
Marriages and civil unions
Divorce and separations
Name changes
NZ citizenship
Working in NZ
Studying in NZ
Living in NZ
Community, arts &
outdoors
Consumer rightsParks, trails and campgrounds
Funding and grants
Fishing and hunting
Volunteering
Consumer disputes and complaints
Product safety
Scams and fraud
Driving & transportCrime, law & justice Police
Noise and neighbourhood issues
Legal rights
Victims of crime
Courts and jury service
Paying fines
Prison and sentencing
Domestic violence
Vehicle safety and inspections
Vehicle registration, road user charges
Driver licences
Roads and traffic information
Buy or sell a vehicle
Road rules, driving fines and penalties
HealthNatural resources and conservation
Time and tides
Child health
Health services
Long-term illness and disability
Environment &
climate
History and genealogy
Māori history and culture
War and conflict
Renting, sharing a flat or boarding
Buy or sell a home
Renovating and building
Emergency housing
History, culture &
heritage
Housing & property
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Tax, tax credits and refunds
Financial help, benefits and ACC payments
Savings, investments and banks
Loans, debt and bankruptcy
Pensions and retirement planning
Internet, media &
communications
Money, benefits &
tax
Voting and elections
Accessing official information
Complain about a government department
Parliament
Passports
Before you go overseas
Customs and border security
Move and live in Australia
Visit NZ on holiday
Parliament & politics Passports, travel, &
tourism
Childcare and preschool education
Schools and colleges
Special education needs
Student finance and loans
Universities, polytechs and apprenticeships
Education & training Emergencies &
disasters
Messages and warnings
Civil defence
Te Kāwanatanga o Aotearoa
Site levels
Home
Kia ora, govt.nz is your
guide to finding and using
government services
Search govt.nz
English 
Births, deaths &
marriages
Citizenship, visas &
immigration
Births, children and parenting
Death and bereavement
Marriages and civil unions
Divorce and separations
Name changes
NZ citizenship
Working in NZ
Studying in NZ
Living in NZ
Community, arts &
outdoors
Consumer rightsParks, trails and campgrounds
Funding and grants
Fishing and hunting
Volunteering
Consumer disputes and complaints
Product safety
Scams and fraud
Driving & transportCrime, law & justice Police
Noise and neighbourhood issues
Legal rights
Victims of crime
Courts and jury service
Paying fines
Prison and sentencing
Domestic violence
Vehicle safety and inspections
Vehicle registration, road user charges
Driver licences
Roads and traffic information
Buy or sell a vehicle
Road rules, driving fines and penalties
HealthNatural resources and conservation
Time and tides
Child health
Health services
Long-term illness and disability
Environment &
climate
History and genealogy
Māori history and culture
War and conflict
Renting, sharing a flat or boarding
Buy or sell a home
Renovating and building
Emergency housing
History, culture &
heritage
Housing & property
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Internet access
Online security
TV, radio & advertising
RealMe
Tax, tax credits and refunds
Financial help, benefits and ACC payments
Savings, investments and banks
Loans, debt and bankruptcy
Pensions and retirement planning
Internet, media &
communications
Money, benefits &
tax
Voting and elections
Accessing official information
Complain about a government department
Parliament
Passports
Before you go overseas
Customs and border security
Move and live in Australia
Visit NZ on holiday
Parliament & politics Passports, travel, &
tourism
Childcare and preschool education
Schools and colleges
Special education needs
Student finance and loans
Universities, polytechs and apprenticeships
Education & training Emergencies &
disasters
Messages and warnings
Civil defence
Te Kāwanatanga o Aotearoa
Search govt.nz
English 
Te Kāwanatanga o Aotearoa
Home / Driving & transport
Driving & transport
Vehicle safety & inspections
Warrant of fitness (WOF) or certificate of fitness
Modifying a vehicle
Vehicle registration & road user charges
Register a new car or truck
Vehicle licensing
Road user charges
Roads & traffic information
Northern gateway toll road
Tauranga route k
Traffic information
Driver licences
Get a car licence
Change name on licence
Replace a licence
Renew a licence
Convert your overseas licence
Buy or sell a vehicle
Buying a used car
Selling a car
Disputes over buying or selling a car
Road rules, driving fines & penalties
Alcohol interlocks
Fines, penalties and losing your licence
Contacts
On this page
Vehicle safety & inpsections
Vehicle registration & road
user charges
Driver licences
Roads & traffic information
Buy or sell a vehicle
Road rules, driving fines &
penalties
0800 822 422
email@nzta.govt.nz
Site levels
Home Hub
Kia ora, govt.nz is your
guide to finding and using
government services
Search govt.nz
English 
Births, deaths &
marriages
Citizenship, visas &
immigration
Births, children and parenting
Death and bereavement
Marriages and civil unions
Divorce and separations
Name changes
NZ citizenship
Working in NZ
Studying in NZ
Living in NZ
Community, arts &
outdoors
Consumer rightsParks, trails and campgrounds
Funding and grants
Fishing and hunting
Volunteering
Consumer disputes and complaints
Product safety
Scams and fraud
Driving & transportCrime, law & justice Police
Noise and neighbourhood issues
Legal rights
Victims of crime
Courts and jury service
Paying fines
Prison and sentencing
Domestic violence
Vehicle safety and inspections
Vehicle registration, road user charges
Driver licences
Roads and traffic information
Buy or sell a vehicle
Road rules, driving fines and penalties
HealthNatural resources and conservation
Time and tides
Child health
Health services
Long-term illness and disability
Environment &
climate
History and genealogy
Māori history and culture
War and conflict
Renting, sharing a flat or boarding
Buy or sell a home
Renovating and building
Emergency housing
History, culture &
heritage
Housing & property
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Internet access
Online security
TV, radio & advertising
RealMe
Tax, tax credits and refunds
Financial help, benefits and ACC payments
Savings, investments and banks
Loans, debt and bankruptcy
Pensions and retirement planning
Internet, media &
communications
Money, benefits &
tax
Voting and elections
Accessing official information
Complain about a government department
Parliament
Passports
Before you go overseas
Customs and border security
Move and live in Australia
Visit NZ on holiday
Parliament & politics Passports, travel, &
tourism
Childcare and preschool education
Schools and colleges
Special education needs
Student finance and loans
Universities, polytechs and apprenticeships
Education & training Emergencies &
disasters
Messages and warnings
Civil defence
Te Kāwanatanga o Aotearoa
Search govt.nz
English 
Te Kāwanatanga o Aotearoa
Home / Driving & transport
Driving & transport
Vehicle safety & inspections
Warrant of fitness (WOF) or certificate of fitness
Modifying a vehicle
Vehicle registration & road user charges
Register a new car or truck
Vehicle licensing
Road user charges
Roads & traffic information
Northern gateway toll road
Tauranga route k
Traffic information
Driver licences
Get a car licence
Change name on licence
Replace a licence
Renew a licence
Convert your overseas licence
Buy or sell a vehicle
Buying a used car
Selling a car
Disputes over buying or selling a car
Road rules, driving fines & penalties
Alcohol interlocks
Fines, penalties and losing your licence
Contacts
On this page
Vehicle safety & inpsections
Vehicle registration & road
user charges
Driver licences
Roads & traffic information
Buy or sell a vehicle
Road rules, driving fines &
penalties
0800 822 422
email@nzta.govt.nz
Search govt.nz
English 
Te Kāwanatanga o Aotearoa
0800 822 422
email@nzta.govt.nz
Home / Driving & transport / Replace a licence
Replace a licence
Contacts
Driving & Transport
Vehicle safety & inspections
Vehicle registration & road
user charges
More...
Related links
Replace your licence from overseas
Renew driver licence
Overview
If you lose your licence or it’s been stolen, replace it as soon as you
can — you can be fined for driving without it.
What you need to know
Eligibility
•	 Have already owned a licence
•	 Previous licence is lost or stolen
What you’ll need
•	 An original document for ID 
•	 An original document with your name and address 
What it costs
$38.20
1
2
3
If your licence is lost or stolen, call NZTA on 0800 822 422 to cancel it 	
Fill out a replacement licence application  [PDF, 4.3 MB]
Take application and proof of identity to an NZTA licensing agent 
Site levels
Home Hub Info
What govt.nz should
look like
Visual aesthetic
Te Kāwanatanga o Aotearoa
Typographic system
Current vs New
Typographic system
Current vs New
(Baskerville typeface)
Search results
Govt.nz
If you’ve been evacuated
Information
Civil defence
Popular
On this page
Consumer rights
Find out more about disasters
When a civil defence emergency happens
Ministry of Civil Defence
Home >>
Driving
Kia ora
Learners
Overview
To get your learner’s
Get a car licence
0800 456 3333
Renew a licence
Typographic system
Current vs New
(Baskerville typeface) (Fira Sans typeface)
Search results
Govt.nz
If you’ve been evacuated
Information
Civil defence
Popular
On this page
Consumer rights
Find out more about disasters
When a civil defence emergency happens
Ministry of Civil Defence
Home >>
Kia ora, govt.nz is your
guide to finding and using
government services
Search govt.nz
English 
Te Kāwanatanga o Aotearoa
What do users think?
What we wanted
to know
— Is everything where people expect it to be?
— Does everything behave how people expect it to?
— Can people find specific information quickly?
— Can people tell where they are on the site?
— In which scenarios would they find the site the most useful?
— Does it feel like: NZ, authority, Government, helpful?
Feedback collected from the Arlington Apartments & Smart Newtown computer hubs on 10th & 11th December, 2014
User test findings
‘It’s nice - it looks very kiwi’
‘You just scroll down and it’s
all there...exactly what I was
looking for’
‘Effiicent, warm, easy’
First impressions:
Feedback collected from the Arlington Apartments & Smart Newtown computer hubs on 10th & 11th December, 2014
User feedback
‘Jeanette has a good kiwi accent,
has worked here for years and
she knows everything.’
‘Someone from Work and
Income, friendly and you trust
what they have to say.’
If govt.nz was a
person they
would be:
Feedback collected from the Arlington Apartments & Smart Newtown computer hubs on 10th & 11th December, 2014
User feedback
If govt.nz was a
person they
would be:
‘A cool person - doesn’t matter
if they’re male or female. They
have a sense of humour’
Listening to our
audience
Designing for
low litearcy
— Lower literacy users make up 40% of New Zealand’s
	 working population
— They read line by line, they do not scan web pages
— They have a narrow field of focus and their concentration
	 is broken by scrolling
Statistics and information found at: How Users Read on the Web. & Lower-Literacy Users: Writing for a Broad Consumer Audience.
Nielsen Norman Group. / Workers with low literacyor numeracy skills, Department of Labour.
Hub page
Refinement of page layouts
Search govt.nz
English 
Te Kāwanatanga o Aotearoa
Home / Driving & transport
Driving & transport
Vehicle safety & inspections
Warrant of fitness (WOF) or certificate of fitness
Modifying a vehicle
Vehicle registration & road user charges
Register a new car or truck
Vehicle licensing
Road user charges
Roads & traffic information
Northern gateway toll road
Tauranga route k
Traffic information
Driver licences
Get a car licence
Change name on licence
Replace a licence
Renew a licence
Convert your overseas licence
Buy or sell a vehicle
Buying a used car
Selling a car
Disputes over buying or selling a car
Road rules, driving fines & penalties
Alcohol interlocks
Fines, penalties and losing your licence
Contacts
On this page
Vehicle safety & inpsections
Vehicle registration & road user
charges
Driver licences
Roads & traffic information
Buy or sell a vehicle
Road rules, driving fines &
penalties
0800 822 422
email@nzta.govt.nz
Hub page Refined
Refinement of page layouts
Refinement of page layouts
Info/guide
Refinement of page layouts
Info/guide Refined
Search govt.nz
English 
Te Kāwanatanga o Aotearoa
0800 822 422
email@nzta.govt.nz
Home / Driving & transport / Replace a licence
Replace a licence
Contacts
Driving & Transport
Vehicle safety & inspections
Vehicle registration & road user
charges
More...
Related links
Replace your licence from overseas
Renew driver licence
Overview
If you lose your licence or it’s been stolen, replace it as soon as you
can — you can be fined for driving without it.
What you need to know
Eligibility
•	 Have already owned a licence
•	 Previous licence is lost or stolen
What you’ll need
•	 An original document for ID 
•	 An original document with your name and address 
What it costs
$38.20
1
2
3
If your licence is lost or stolen, call NZTA on 0800 822 422 to cancel it 	
Fill out a replacement licence application  [PDF, 4.3 MB]
Take application and proof of identity to an NZTA licensing agent 
Designing for
scalability
Across devices
Ultrabook screen size 1366 x 768 px Mobile screen
size 480 x 320 px
Desktop screen size 1920 x 1080 px
Mobile website
The new Govt.nz
From directory to guidance
From directory to guidance
Govt.nz
Learnings from govt.nz
— be open to a pilot
— be open to students and young people
— iterate quick and fast
— be open to partnerships with tertiary institutes
— find spaces / places to take risks in
— benchmarking useful, but not cookie cutter
— cultural nuances
— dual language (pros and cons)
— vernacular (Kia ora)
— the value of images
— build capabilty in the pipeline with Government
a.e.brown@massey.ac.nz

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Govt.nz Guide

  • 1. Designing Govt.nz Anna Brown Director, Open Lab Senior Lecturer, College of Creative Arts Massey University New Zealand @AnnaEBrown
  • 2. Govt.nz Revision & Re-design Te Kāwanatanga o Aotearoa Laura Prescott Meg Howie & Finlay Brazier
  • 3.
  • 5.
  • 6.
  • 7. Making it easy for people to find, access and use government information online
  • 8.
  • 9.
  • 11. Content vs. Aesthetic Search vs. Browse Kiwi vs. NZ government Tensions
  • 12. Google - 1 minute Govt.nz - 5 minutes Number of Clicks: 16 Time: 5:00 GovernmentNZ TopGoogleResults—EnterSite PauaLimitSearch NoResult—TryinGoogle BacktoA-ZSearch BackTwoClicks—A-ZSearch Environmentandclimate—Conservation NaturalResource Community,Arts&Sport Fishing&Hunting Fishing FishingLimits&Laws RedirectedtoMPIwebsite­—PictureNoSizeLimits RecreationalfishingRules Regional Publication—Download GraphExplainingSizes Number of Clicks: 5 Time: 1:00 PauaSizeLimit Results—MinistryforPrimaryIndustries GuidelinesforGatheringPaua Download.pdf Diagramthatshows125mmPauaLimit Fisheries|Recreational|PopularSpecies|Paua Govt.nz Google
  • 13. What’s working? — Language was easy to read — Plenty of white space — Responsive/reactive design What’s not — Too many clicks to get anywhere (too many site levels) — Confusing categories — Lots of padding in the content — Unclear what was on the site (link directory or written guide) — ‘I feel like I’m going to get spammed’ (lacks authority) — ‘Plain and boring’ — Unclear hierarchy and site levels Investigating
  • 16. Link portal Search Directory Content Shift Consistent Govt.nz Style Across Agencies All Inclusive Govt.nz Future plan → Current website New govt.nz aims
  • 18. Site restructure Current Home Directory Hub Topic Info SearchResults PopularPages PopularPages External Links Proposed Home Hub Info Page / Guides SearchResults PopularPages External Links
  • 19. Kia ora, govt.nz is your guide to finding and using government services Search govt.nz English  Births, deaths & marriages Citizenship, visas & immigration Births, children and parenting Death and bereavement Marriages and civil unions Divorce and separations Name changes NZ citizenship Working in NZ Studying in NZ Living in NZ Community, arts & outdoors Consumer rightsParks, trails and campgrounds Funding and grants Fishing and hunting Volunteering Consumer disputes and complaints Product safety Scams and fraud Driving & transportCrime, law & justice Police Noise and neighbourhood issues Legal rights Victims of crime Courts and jury service Paying fines Prison and sentencing Domestic violence Vehicle safety and inspections Vehicle registration, road user charges Driver licences Roads and traffic information Buy or sell a vehicle Road rules, driving fines and penalties HealthNatural resources and conservation Time and tides Child health Health services Long-term illness and disability Environment & climate History and genealogy Māori history and culture War and conflict Renting, sharing a flat or boarding Buy or sell a home Renovating and building Emergency housing History, culture & heritage Housing & property ���������������� ����������������� ��������� ���������������� ���������� �������������� ��������� ������������ �������� �������������� ����������� ������������������������������ ��������������������� �������������������������� ����������������������� ������������ �������������������������������� �������������� ��������������� ����������������������������� ������������������ ������������������� ������������ �������������� ������������� ������������� ��������������� ������� �������������� �������� ������������ ��������� ��������������������� ������������� ���������������������� ������� ������������ ��������������� �������������������������������� ���������������������������������� �������������� ������������������� �������� ������������������ �������������� ��������������� ��������������� ����������������������� ������ Internet access Online security TV, radio & advertising RealMe Tax, tax credits and refunds Financial help, benefits and ACC payments Savings, investments and banks Loans, debt and bankruptcy Pensions and retirement planning Internet, media & communications Money, benefits & tax Voting and elections Accessing official information Complain about a government department Parliament Passports Before you go overseas Customs and border security Move and live in Australia Visit NZ on holiday Parliament & politics Passports, travel, & tourism Childcare and preschool education Schools and colleges Special education needs Student finance and loans Universities, polytechs and apprenticeships Education & training Emergencies & disasters Messages and warnings Civil defence Te Kāwanatanga o Aotearoa Site levels Home
  • 20. Kia ora, govt.nz is your guide to finding and using government services Search govt.nz English  Births, deaths & marriages Citizenship, visas & immigration Births, children and parenting Death and bereavement Marriages and civil unions Divorce and separations Name changes NZ citizenship Working in NZ Studying in NZ Living in NZ Community, arts & outdoors Consumer rightsParks, trails and campgrounds Funding and grants Fishing and hunting Volunteering Consumer disputes and complaints Product safety Scams and fraud Driving & transportCrime, law & justice Police Noise and neighbourhood issues Legal rights Victims of crime Courts and jury service Paying fines Prison and sentencing Domestic violence Vehicle safety and inspections Vehicle registration, road user charges Driver licences Roads and traffic information Buy or sell a vehicle Road rules, driving fines and penalties HealthNatural resources and conservation Time and tides Child health Health services Long-term illness and disability Environment & climate History and genealogy Māori history and culture War and conflict Renting, sharing a flat or boarding Buy or sell a home Renovating and building Emergency housing History, culture & heritage Housing & property ���������������� ����������������� ��������� ���������������� ���������� �������������� ��������� ������������ �������� �������������� ����������� ������������������������������ ��������������������� �������������������������� ����������������������� ������������ �������������������������������� �������������� ��������������� ����������������������������� ������������������ ������������������� ������������ �������������� ������������� ������������� ��������������� ������� �������������� �������� ������������ ��������� ��������������������� ������������� ���������������������� ������� ������������ ��������������� �������������������������������� ���������������������������������� �������������� ������������������� �������� ������������������ �������������� ��������������� ��������������� ����������������������� ������ Internet access Online security TV, radio & advertising RealMe Tax, tax credits and refunds Financial help, benefits and ACC payments Savings, investments and banks Loans, debt and bankruptcy Pensions and retirement planning Internet, media & communications Money, benefits & tax Voting and elections Accessing official information Complain about a government department Parliament Passports Before you go overseas Customs and border security Move and live in Australia Visit NZ on holiday Parliament & politics Passports, travel, & tourism Childcare and preschool education Schools and colleges Special education needs Student finance and loans Universities, polytechs and apprenticeships Education & training Emergencies & disasters Messages and warnings Civil defence Te Kāwanatanga o Aotearoa Search govt.nz English  Te Kāwanatanga o Aotearoa Home / Driving & transport Driving & transport Vehicle safety & inspections Warrant of fitness (WOF) or certificate of fitness Modifying a vehicle Vehicle registration & road user charges Register a new car or truck Vehicle licensing Road user charges Roads & traffic information Northern gateway toll road Tauranga route k Traffic information Driver licences Get a car licence Change name on licence Replace a licence Renew a licence Convert your overseas licence Buy or sell a vehicle Buying a used car Selling a car Disputes over buying or selling a car Road rules, driving fines & penalties Alcohol interlocks Fines, penalties and losing your licence Contacts On this page Vehicle safety & inpsections Vehicle registration & road user charges Driver licences Roads & traffic information Buy or sell a vehicle Road rules, driving fines & penalties 0800 822 422 email@nzta.govt.nz Site levels Home Hub
  • 21. Kia ora, govt.nz is your guide to finding and using government services Search govt.nz English  Births, deaths & marriages Citizenship, visas & immigration Births, children and parenting Death and bereavement Marriages and civil unions Divorce and separations Name changes NZ citizenship Working in NZ Studying in NZ Living in NZ Community, arts & outdoors Consumer rightsParks, trails and campgrounds Funding and grants Fishing and hunting Volunteering Consumer disputes and complaints Product safety Scams and fraud Driving & transportCrime, law & justice Police Noise and neighbourhood issues Legal rights Victims of crime Courts and jury service Paying fines Prison and sentencing Domestic violence Vehicle safety and inspections Vehicle registration, road user charges Driver licences Roads and traffic information Buy or sell a vehicle Road rules, driving fines and penalties HealthNatural resources and conservation Time and tides Child health Health services Long-term illness and disability Environment & climate History and genealogy Māori history and culture War and conflict Renting, sharing a flat or boarding Buy or sell a home Renovating and building Emergency housing History, culture & heritage Housing & property ���������������� ����������������� ��������� ���������������� ���������� �������������� ��������� ������������ �������� �������������� ����������� ������������������������������ ��������������������� �������������������������� ����������������������� ������������ �������������������������������� �������������� ��������������� ����������������������������� ������������������ ������������������� ������������ �������������� ������������� ������������� ��������������� ������� �������������� �������� ������������ ��������� ��������������������� ������������� ���������������������� ������� ������������ ��������������� �������������������������������� ���������������������������������� �������������� ������������������� �������� ������������������ �������������� ��������������� ��������������� ����������������������� ������ Internet access Online security TV, radio & advertising RealMe Tax, tax credits and refunds Financial help, benefits and ACC payments Savings, investments and banks Loans, debt and bankruptcy Pensions and retirement planning Internet, media & communications Money, benefits & tax Voting and elections Accessing official information Complain about a government department Parliament Passports Before you go overseas Customs and border security Move and live in Australia Visit NZ on holiday Parliament & politics Passports, travel, & tourism Childcare and preschool education Schools and colleges Special education needs Student finance and loans Universities, polytechs and apprenticeships Education & training Emergencies & disasters Messages and warnings Civil defence Te Kāwanatanga o Aotearoa Search govt.nz English  Te Kāwanatanga o Aotearoa Home / Driving & transport Driving & transport Vehicle safety & inspections Warrant of fitness (WOF) or certificate of fitness Modifying a vehicle Vehicle registration & road user charges Register a new car or truck Vehicle licensing Road user charges Roads & traffic information Northern gateway toll road Tauranga route k Traffic information Driver licences Get a car licence Change name on licence Replace a licence Renew a licence Convert your overseas licence Buy or sell a vehicle Buying a used car Selling a car Disputes over buying or selling a car Road rules, driving fines & penalties Alcohol interlocks Fines, penalties and losing your licence Contacts On this page Vehicle safety & inpsections Vehicle registration & road user charges Driver licences Roads & traffic information Buy or sell a vehicle Road rules, driving fines & penalties 0800 822 422 email@nzta.govt.nz Search govt.nz English  Te Kāwanatanga o Aotearoa 0800 822 422 email@nzta.govt.nz Home / Driving & transport / Replace a licence Replace a licence Contacts Driving & Transport Vehicle safety & inspections Vehicle registration & road user charges More... Related links Replace your licence from overseas Renew driver licence Overview If you lose your licence or it’s been stolen, replace it as soon as you can — you can be fined for driving without it. What you need to know Eligibility • Have already owned a licence • Previous licence is lost or stolen What you’ll need • An original document for ID  • An original document with your name and address  What it costs $38.20 1 2 3 If your licence is lost or stolen, call NZTA on 0800 822 422 to cancel it Fill out a replacement licence application  [PDF, 4.3 MB] Take application and proof of identity to an NZTA licensing agent  Site levels Home Hub Info
  • 23.
  • 26. Typographic system Current vs New (Baskerville typeface) Search results Govt.nz If you’ve been evacuated Information Civil defence Popular On this page Consumer rights Find out more about disasters When a civil defence emergency happens Ministry of Civil Defence Home >>
  • 27. Driving Kia ora Learners Overview To get your learner’s Get a car licence 0800 456 3333 Renew a licence Typographic system Current vs New (Baskerville typeface) (Fira Sans typeface) Search results Govt.nz If you’ve been evacuated Information Civil defence Popular On this page Consumer rights Find out more about disasters When a civil defence emergency happens Ministry of Civil Defence Home >>
  • 28. Kia ora, govt.nz is your guide to finding and using government services Search govt.nz English  Te Kāwanatanga o Aotearoa
  • 29. What do users think?
  • 30. What we wanted to know — Is everything where people expect it to be? — Does everything behave how people expect it to? — Can people find specific information quickly? — Can people tell where they are on the site? — In which scenarios would they find the site the most useful? — Does it feel like: NZ, authority, Government, helpful?
  • 31. Feedback collected from the Arlington Apartments & Smart Newtown computer hubs on 10th & 11th December, 2014 User test findings ‘It’s nice - it looks very kiwi’ ‘You just scroll down and it’s all there...exactly what I was looking for’ ‘Effiicent, warm, easy’ First impressions:
  • 32. Feedback collected from the Arlington Apartments & Smart Newtown computer hubs on 10th & 11th December, 2014 User feedback ‘Jeanette has a good kiwi accent, has worked here for years and she knows everything.’ ‘Someone from Work and Income, friendly and you trust what they have to say.’ If govt.nz was a person they would be:
  • 33. Feedback collected from the Arlington Apartments & Smart Newtown computer hubs on 10th & 11th December, 2014 User feedback If govt.nz was a person they would be: ‘A cool person - doesn’t matter if they’re male or female. They have a sense of humour’
  • 35. Designing for low litearcy — Lower literacy users make up 40% of New Zealand’s working population — They read line by line, they do not scan web pages — They have a narrow field of focus and their concentration is broken by scrolling Statistics and information found at: How Users Read on the Web. & Lower-Literacy Users: Writing for a Broad Consumer Audience. Nielsen Norman Group. / Workers with low literacyor numeracy skills, Department of Labour.
  • 36. Hub page Refinement of page layouts
  • 37. Search govt.nz English  Te Kāwanatanga o Aotearoa Home / Driving & transport Driving & transport Vehicle safety & inspections Warrant of fitness (WOF) or certificate of fitness Modifying a vehicle Vehicle registration & road user charges Register a new car or truck Vehicle licensing Road user charges Roads & traffic information Northern gateway toll road Tauranga route k Traffic information Driver licences Get a car licence Change name on licence Replace a licence Renew a licence Convert your overseas licence Buy or sell a vehicle Buying a used car Selling a car Disputes over buying or selling a car Road rules, driving fines & penalties Alcohol interlocks Fines, penalties and losing your licence Contacts On this page Vehicle safety & inpsections Vehicle registration & road user charges Driver licences Roads & traffic information Buy or sell a vehicle Road rules, driving fines & penalties 0800 822 422 email@nzta.govt.nz Hub page Refined Refinement of page layouts
  • 38. Refinement of page layouts Info/guide
  • 39. Refinement of page layouts Info/guide Refined Search govt.nz English  Te Kāwanatanga o Aotearoa 0800 822 422 email@nzta.govt.nz Home / Driving & transport / Replace a licence Replace a licence Contacts Driving & Transport Vehicle safety & inspections Vehicle registration & road user charges More... Related links Replace your licence from overseas Renew driver licence Overview If you lose your licence or it’s been stolen, replace it as soon as you can — you can be fined for driving without it. What you need to know Eligibility • Have already owned a licence • Previous licence is lost or stolen What you’ll need • An original document for ID  • An original document with your name and address  What it costs $38.20 1 2 3 If your licence is lost or stolen, call NZTA on 0800 822 422 to cancel it Fill out a replacement licence application  [PDF, 4.3 MB] Take application and proof of identity to an NZTA licensing agent 
  • 41. Across devices Ultrabook screen size 1366 x 768 px Mobile screen size 480 x 320 px Desktop screen size 1920 x 1080 px
  • 44. From directory to guidance
  • 45. From directory to guidance
  • 46.
  • 47. Govt.nz Learnings from govt.nz — be open to a pilot — be open to students and young people — iterate quick and fast — be open to partnerships with tertiary institutes — find spaces / places to take risks in — benchmarking useful, but not cookie cutter — cultural nuances — dual language (pros and cons) — vernacular (Kia ora) — the value of images — build capabilty in the pipeline with Government