How to Create Government Websites that Rock

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Trent Mankelow from Optimal Usability ran this presentation on 23 July 2010

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How to Create Government Websites that Rock

  1. 1. Trent Mankelow How to create government websites that rock
  2. 5. Adán Christian
  3. 8. <ul><li>Why can’t government websites: </li></ul><ul><li>Connect with us emotionally? </li></ul><ul><li>Build long-term relationships? </li></ul><ul><li>Be agile, and acknowledge that different people have different needs? </li></ul>
  4. 9. How to create government websites that Trent Mankelow
  5. 10. Government websites rock when they are Useful Attractive Social Open Playful
  6. 11. A ttractive S ocial O pen U seful P layful
  7. 14. Government websites rock when they are Useful
  8. 24. “ People these days expect information when they want it, in nice digestible chunks.” - Transport for London spokesman Source: http://technology.timesonline.co.uk/tol/news/tech_and_web/article3881779.ece
  9. 25. 40,000,000
  10. 26. 40 ,000,000
  11. 27. Government websites rock when they are Attractive
  12. 31. Q: Why is attractiveness important?
  13. 32. If someone is physically attractive, people tend to assume they also have a host of admirable qualities, such as intelligence and honesty. - B.J. Fogg
  14. 33. Source: http://www.valentinemoore.co.uk/trv/Attractive.pdf
  15. 35. <ul><li>If you want visitors to look at something in particular, then have the person in the photo “looking” at that spot on the page. </li></ul>
  16. 37. Government websites rock when they are Social
  17. 39. Social proof – we tend to follow the patterns of similar people in new or unfamiliar situations
  18. 42. Source: http://www.nhs.uk/ServiceDirectories/pages/Hospital.aspx?id=RP401&v=4
  19. 46. Government websites rock when they are Open
  20. 47. Food Sex Information?? Dopamine makes us seek Image Source: http://www.redstamp.com/products/1932-Paperwork-Sticky-Notes-Anne-Taintor
  21. 49. Open data enhances public sector efficiency by transferring some of the analytical demands of government to NGOs, research institutes and the media, which have been found to combine data from various sources in original and inventive ways. United Nations E-Government Survey 2010
  22. 50. Source: http://www.thisweknow.org/l/CA/Beverly_hills
  23. 51. Source: http://www.suburbantrends.com.au
  24. 53. <ul><li>24 jams versus 6 jams </li></ul><ul><li>24 jams </li></ul><ul><li>60% of customers stopped for a taste </li></ul><ul><li>3% made a purchase </li></ul><ul><li>6 jams </li></ul><ul><li>40% of customers stopped for a taste </li></ul><ul><li>30% made a purchase </li></ul>
  25. 54. Government websites rock when they are Playful
  26. 55. Video: http:// www.youtube.com/watch?v =2lXh2n0aPyw
  27. 56. Can you design something which ‘plays’ with its users, provoking curiosity or making interactions into a game? - Dan Lockton
  28. 62. Source: http://www.flickr.com/groups/microcopy/
  29. 64.
  30. 65.
  31. 66.
  32. 68.
  33. 69. How can you delight users?
  34. 70. In conclusion
  35. 71. Challenges <ul><li>Design and research techniques are used informally – not strategically </li></ul><ul><li>Shared accountability encourages mediocrity </li></ul><ul><li>Competing priorities means that web teams are often under resourced </li></ul>
  36. 72. “ ...the only way to have good ideas is to have lots of ideas and discard the bad ones, but you cannot afford too much creativity with benefit payments or traffic lights, school curriculums or court procedures” – Geoff Mulgan
  37. 74. <ul><li>Source: Household Use of Information and Communication Technology: 2009, Statistics New Zealand </li></ul>
  38. 75. <ul><li>Source: Kiwis and Government Online Survey (2008), Statistics NZ </li></ul>
  39. 76. The perfect government website? A ttractive S ocial O pen U seful P layful
  40. 77. The perfect government website? <ul><li>There is no magic formula to creating world-class government websites </li></ul><ul><li>We live in a world that is real, complicated, loud, messy and filled with real people </li></ul><ul><li>An attitude of thoughtful innovation </li></ul><ul><li>We need a mix of research and design methods </li></ul>
  41. 78. Next steps
  42. 80. Q: What do you call curry in India? A: Food
  43. 81. It shouldn't be “e-Government”. It should just be government
  44. 82. Thanks Trent Mankelow [email_address] Sign up to our newsletter at optimalusability.com !

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