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Answers not Information

Lisa Fast
Lisa Fast

People come to government web sites to do and find things. They seek answers to their specific tasks, not information. This presentation lays out the psychological underpinnings and design patterns for using questions and interaction to personalize online government services. Videos have been removed but a video of the presentation, including videos, is available via Lisa's linked in profile.

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Answers not Information
Using questions and
interaction to personalize
online services
Lisa Fast
Answers not Information
Instructions: We are interested in whether you actually take
the time to read the directions. So, in order to demonstrate
that you have read the instructions, please ignore the
question below. Instead, simply put your hand on your
opposite shoulder. Thank you.
Do you use or contribute to Canada.ca?
Yes – put your hand up
No
Oppenheimer, Meyvis and Davidenko via https://www.linkedin.com/pulse/evidence-really-dont-read-instructions-lisa-fast
•Perception
What we see
Attention
What we focus on
People KNOW their
attention is limited – so they
spend it carefully.
Ad

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Answers not Information