1. Getting'it'Right'the'First'Time!
Designing'with'the'End-User'in'Mind

2. 1. Why'do'we'build'
online?
2. The'problem
3. The'solution

3. 1Why'do'we'build?

4. Oregonians'want'to'interact'with'you'online…

5. …but'only'to'get'
something'done'quickly'
and'leave

6. Source:'E-Government'Survey'2013'– DHM'Research
94% of'Oregon'residents'have'internet'access

7. Source:'E-Government'Survey'2013'– DHM'Research
73%'visited'Oregon.gov last'year
40%'completed'an'online'transaction
59%'looked'for'Oregon'government'information

8. Desktops'and'laptops'are'being'
replaced'by'tablets

9. I'skate'to'where'the'
puck'is'going'to'be,'
not'where'it'has'
been.
-Wayne'Gretzky

10. Smart'phone'use'continues'to'rise
90% now'own'a'smart'phone
63% use'their'smart'phone'to'go'online'
(That’s'nearly'doubled'
in'just'3'years!)

11. 2What'is'the'problem?

12. Great'potential'but…

13. Usable?

14. Why'are'they'calling'instead'of'
using'my'application?

15. It’s'NOT'the'technology
It’s'NOT'the'technologist
It’s'NOT'the'communications'team
It’s'just'NOT'that'usable

16. 3Solution:'
User'Centric'Design

17. Start'with'the'end'user
1. Who are'you'building'for?
2. How'do'they describe'you?
3. What'do'they need?
4. What'do'you'need?

18. Top'Tasks'– 75%'Happy'Path
• Stakeholder'Meetings
• Analytics
• Transaction'volumes
• User'Types
• Customer'service'records

20. Mobile'First'Content'Strategy'
+'
Responsive'Design
+'
Usability'Studies
=
Awesome'online'experience

21. Mobile'First'Content'Strategy
Responsive'Web'Design

22. The'web'tends'to'get'
treated'like'a'basement…

23. A'mobile'first'basement

25. Why'Usability'Testing?

26. Guerilla'Usability'Studies
What,'Where,'With'Whom'and'How?

27. Anything!'
WHAT'do'I'test?

28. WHERE?
Let'context'drive'the'work.

29. WHO?

30. How?
• Recruit'your'participants
• Use'the'think'out'loud'protocol
• Start'with'open'ended'questions'like
– What'do'you'make'of'this?
– What'would'you'do'here?
– How'would'you'do'that?
• Resist'the'urge'to'help,'explain,'
point,'jump,'sigh,'etc.

31. Sell'it'to'the'crowd

32. When'do'I'start?
• When'you’re'deciding'on'the'architecture'
• First'version'of'the'prototype'/'mock-up
• Dev/Staging'Version

33. In-Person'Usability'Results
Tool'Used:'Silverback'for'Mac
http://silverbackapp.com/

34. Card'Sorting'Usability'Results
Tool'Used:'Optimal'Sort'by'Optimal'Workshop
http://www.optimalworkshop.com/

35. Don’t'Rig'the'Game

36. Listen'to'Your'Results

37. Enable'Content'Skimming'
By'Using'F-Shaped'Pattern'
“10'Usability'Tips'Based'on'Research'Studies”'By,'Cameron'Chapman,'Six'Revisions

38. Most'people'read'only'28%'of'text
“10'Usability'Tips'Based'on'Research'Studies”'By,'Cameron'Chapman,'Six'Revisions

39. Governance'and'Feedback
• Offer'opportunities'to'provide'feedback
• Data'driven'decision'making
• Carefully'consider'feedback,'revisit'top'
tasks'(don’t'design'for'a'single'user)
• Establish'regular'review
• Pixels'are'cheap!

40. But'don’t'take'my'word'for'it!

41. In'Review
1. Our'customers'are'online'and'mobile
2. Making'apps'people'will'use'isn’t'a'
given
3. Mobile'First'Content'Strategy'+'
Responsive'design'+'
Usability'Studies'='
Awesome
4. Who,'What,'Where,'When'and'How
5. Governance

43. Thanks!
Suzanne'Jorgensen
Director'of'Operations'&'Marketing
Oregon'Information'Division'of'NICUSA,'Inc.
sjorgensen@egov.com
503-339-9871