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Case study: UX Methodology Design for Public E-services in Lithuania

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This is a presentation from UX Riga 2014 user experience design conference. A case study is about the process and results of E-Services UX Methodology development for Lithuanian public sector.

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Case study: UX Methodology Design for Public E-services in Lithuania

  1. 1. UX Methodology Design Public e-Services in Lithuania Ramune Norkute, Idea Code
  2. 2. Information Society Development Committee Shaping Lithuania’s state policy in the development of information and communications technologies Creation of a modern information society
  3. 3. Human factors framework
  4. 4. 1 Year Ahead Vacation is nice...
  5. 5. 6 Months Ahead Diving?...
  6. 6. 6 Months Ahead Mountains?...
  7. 7. 2 Weeks Ahead
  8. 8. What Happened Abstract, big picture, no specifics Relaxed Geek terms: Construal Level Theory Close Choices Far away Specific plans, details Panic
  9. 9. How is this relevant to the public sector UX?
  10. 10. E-Service Close Far away Functional requirements Complete actions to reach a planned result Actions Abstract requirements (law), general discussions ??? Fully operational e-service Good UX
  11. 11. Issues with Functional Requirements Have no idea what users need “Know” what users need Has a different vision in mind Assumes that people read minds
  12. 12. What happens then… Far away Abstract requirements (law), general discussions Functional requirements Actions Close ??? Completion of specific actions to reach a planned result “This is not what we meant” Bad UX
  13. 13. Solutions?
  14. 14. Need to 1. Make people communicate their ideas early 2. Realize the difference between yourself and the user 3. Get the users involved 4. Build a common vision 5. Translate common vision into specific actions when you are far away from the deadline
  15. 15. New Sounds magic Agile Too risky Legal issues
  16. 16. Traditional
  17. 17. UX Methodology
  18. 18. Common Principles 1. User needs in the center 2. Regular user research and involvement 3. Design and development based on user resarch findings 4. Regular measurement of user experience
  19. 19. High level process Define the „good“ Implement Support the „good“ the „good“
  20. 20. Process in more detail Define the „good“ Implement the „good“ Support the „good“ Modernize Idea Design Implement Support Liquidate
  21. 21. Tools  Stakeholder list  Customer journey  Target group description  Service blueprint  Persona description  Business process diagrams  Survey  Wireframes  User observation  Sitemap  User interview  Interactive UI prototype  Diary study  Card sorting  Focus group  A/B testing  Usability evaluation  User interface guidelines  Usability testing
  22. 22. Idea Modernize Idea Design Implement Support Identify user needs, generate and explore e-service ideas, which match those needs. Stakeholder list Target group description Survey User observation User interview or diary study Persona description Customer journey Liquidate
  23. 23. Design Modernize Idea Design Implement Support Formulate specific e-service solution, which will be implemented. Value to users. Clear components. Service blueprint (draft) Business process diagrams Sitemap Wireframes Usability evaluation Usability testing Liquidate
  24. 24. Implement Modernize Idea Design Implement Support Liquidate Code, create, build, install, setup user centered e-service solution components. Test-improve-launch. Service blueprint (draft) Wireframes User interface guidelines Business process diagrams Interactive UI prototype Usability evaluation Usability testing
  25. 25. Support Modernize Idea Design Implement Support Liquidate Carry out support, solve problems, implement minor changes. Monitor results. Measurement system Initial launch targets Rolling 5 year targets after launch • • • • People Infrastructure Communication Processes
  26. 26. Modernize Modernize Idea Design Implement Support Implement changes due to environment , technology, process and other factors. Test-improve-launch. Liquidate
  27. 27. Liquidate Modernize Idea Design Implement Support Liquidate a no longer needed e-service. Inform users. Ensure transition. Liquidate
  28. 28. Implementation
  29. 29. Document pack UX Methodology (Process+Tools) Tool Use Examples Procurement Guidelines Training materials Available at: http://epaslaugos.ideacode.lt/ Usability Problem Solution Guide
  30. 30. Timeline Methodology development 2013.03-09 Trainings 2013.10 Publication 2013.10-12 Formalization 2014
  31. 31. Takeaways
  32. 32. E-Service Far away Abstract requirements (law), general discussions Functional requirements Actions Close ??? Completion of specific actions to reach a planned result “This is not what we meant” Bad UX
  33. 33. Before… Spend more on fixing bad UX later Spend less on figuring out what to do early
  34. 34. New Process and Tools Define the „good“ Implement Support the „good“ the „good“
  35. 35. Future value Spend more on figuring out what to do early Spend less on fixing bad UX later
  36. 36. Thank you Methodology (in Lithuanian) available at: http://epaslaugos.ideacode.lt/

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