Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

My Amsterdam (EuroIA 2016)

954 views

Published on

My Amsterdam will provide citizens of Amsterdam with information about the status of their government processes, with pointers to places where they can influence them. It will also build integrated profiles; it’s an IA’s dream!

Published in: Government & Nonprofit
  • Be the first to comment

  • Be the first to like this

My Amsterdam (EuroIA 2016)

  1. 1. My Peter Boersma - City of Amsterdam - @pboersma EuroIA 2016 - September 24, 2016 - Amsterdam, The Netherlands
  2. 2. I am peter boersma 1970
 commodore 16 information ergonomics
 design process freak 20 years at interactive agencies
 in-house UX strategist
  3. 3. I am peter boersma hired by the City of Amsterdam
 as online product manager to develop the concept for
 an online integrated customer view and manage its
 user experience strategy and roadmap
  4. 4. I am an agenda my amsterdam prototype challenges lessons advice q&a
  5. 5. I am an elevator pitch for civilians, companies and institutes the City offers an online Integrated Customer View application which is a layer over a channel-independent application
  6. 6. I am an online integrated customer view for civilians, companies and institutes who want to know how they are registered with the City who want to know (the history of) the status of service-processes they are engaged in who want to (and are allowed to) take next steps in these processes who don’t want to (or can’t) use other channels such as a service desk or call centre the City offers an online Integrated Customer View application where their registered profile is shown where the status of current and completed processes are shown where information about, and links to, possible actions are given where suggestions for other, relevant processes are made which is a layer over a channel-independent application with other layers for other target groups, most notably professionals (civil servants) with other layers for other channels such as mobile, service desks, and the call centre with an underlying layer of web services to support other applications My Amsterdam
 (online & personal) Integrated
 Customer View
 (not public & virtual) } }
  7. 7. I am an online integrated customer view the concept sketch
  8. 8. I am an online integrated customer view public website citizen product
 info
 &
 apply product- specific application (for professional) professional citizen the current situation ? product- specific application (for professional)
  9. 9. My Amsterdam I am an online integrated customer view product- specific application
 (for citizen) manage
 account edit
 profile my profile product
 statuses My Amsterdam is a thin layer over product applications citizen login welcome page product webservice
  10. 10. I am an online integrated customer view product- specific application (for professional) webservices are also connected to applications for professionals citizen professional My Amsterdam product
 statuses product webservice
  11. 11. I am an online integrated customer view suggestion engine a citizen’s context determines which products get suggested citizen professional My Amsterdam product
 statuses suggestion my profile public website product
 info
 &
 apply product- specific application
 (for citizen)
  12. 12. I am an online integrated customer view 1 product webservice what we have designed, built & usability-tested so far profile webservice login webservice welcome page login suggestion engine proof-of-concept My Amsterdam 1 product
 status my profile view
 profile 1 product- specific application
 (for citizen)
  13. 13. I am an online integrated customer view web
 service what we add for every product product
 status product- specific application
 (for citizen) 1 or more product- specific application (for professional) suggestion rules
  14. 14. web
 service I am an online integrated customer view web
 service web
 service web
 service the collection of web services is the real integrated customer view citizen professional
  15. 15. I am an agenda my amsterdam prototype challenges lessons advice q&a
  16. 16. I am a prototype - welcome page
  17. 17. I am a prototype - login using national digital ID
  18. 18. I am a prototype - My Amsterdam with statuses
  19. 19. I am a prototype - My Amsterdam with statuses
  20. 20. status and description view details product status and description view details product status and description view details product I am a prototype - My Amsterdam with statuses
  21. 21. I am a prototype - product specific application
  22. 22. I am a prototype - my registered profile
  23. 23. I am a prototype - my registered profile Name
 Addresses Marital status Family Nationality Passports First entry
  24. 24. I am a prototype - design pattern library
  25. 25. I am a prototype - design pattern library
  26. 26. I am an agenda my amsterdam prototype challenges - agile or waterfall? lessons advice q&a
  27. 27. I am a challenge - agile or waterfall?
  28. 28. I am a challenge - agile or waterfall? “in Amsterdam, everything
 takes 3 months”
  29. 29. I am a solution - agilefall PoC basics roadmap (“backlog”) specific app specific app generic app improve basics specific app specific app specific app specific app specific app generic app specific app ? ? ? ? specific app generic app improve
 basics ? ? ? ? ? ? generic app Q1 Q2-Q3 Q4 concept Q4 2015 2016
  30. 30. I am an agenda my amsterdam prototype challenges - make or buy? lessons advice q&a
  31. 31. I am a challenge - make or buy? “we are not
 in the business of making software” Jan Flippo, Amsterdam’s CIO
  32. 32. I am a challenge - make or buy?
  33. 33. I am a challenge - make or buy? Atlas Using modern technologies and hosted in the cloud, a new UI and information model were built for this map-based geographical information system.
  34. 34. I am a challenge - make or buy? The “Easy Market” app was rolled out across all Amsterdam markets
 within 2 months of finishing the working prototype. login scan administration annotate payment
  35. 35. I am a challenge - make or buy? The “Report Nuisance” app was tested with 150 users, is managed by the upholders and used by the neighbourhood. The number of resolved complaints has increased.
  36. 36. I am a challenge - make or buy?
  37. 37. I am a solution - make and buy formal process to prepare to buy PoC basics roadmap (“backlog”) specific app specific app generic app improve basics specific app specific app specific app specific app specific app generic app specific app ? ? ? ? specific app generic app improve
 basics ? ? ? ? ? ? generic app Q1 Q2-Q3 Q4 concept Q4
  38. 38. I am an agenda my amsterdam prototype challenges lessons - roadmap advice q&a
  39. 39. I am a lesson - old unstructured roadmap
  40. 40. I am a lesson - new structured roadmap improve
 basics
 (Q2-Q3) specific
 apps
 (Q4) backlog
 (Q1 ) generic
 app
 (Q4) formal process to prepare to buy (Q2 )
  41. 41. I am an agenda my amsterdam prototype challenges lessons - checklists advice q&a
  42. 42. I am a lesson - checklists shortcuts that we have taken proposed key performance indicators rules to prioritise additional products checklist for connecting products service concept (how we help the organisation)
  43. 43. I am a lesson - checklists shortcuts that we have taken proposed key performance indicators rules to prioritise additional products checklist for connecting products service concept (how we help the organisation)
  44. 44. I am a lesson - rules to prioritise additional products 1. requests by users
 (citizens & companies & institutes)
 2. fit for online self-service
 (product & organisation) 
 3. promising business case
 (investments vs. savings) 4. we realise that politicians will influence priorities, but we cannot predict or measure that
  45. 45. I am a lesson - checklists shortcuts that we have taken proposed key performance indicators rules to prioritise additional products checklist for connecting products service concept (how we help the organisation)
  46. 46. intake user & business goals are clear organisational unit is ready to build design & build the application is defined & implemented the product status is available everything is tested launch & maintain organisational unit is ready to launch rest of the organisation is prepared I am a lesson - checklist for connecting products
  47. 47. I am an agenda my amsterdam prototype challenges lessons - connecting applications advice q&a
  48. 48. I am a lesson - specifications for connected applications
  49. 49. I am a lesson - specifications for connected applications PAGE TREE Scope - Proof of Concept Scope - Basic environment Scope - Roadmap - Roadmap - Future Generic Applications - Roadmap - Future Specific Applications … … Specific Application - WMO (etc.) - Roadmap - Future Professional Applications - Roadmap - On Hold - Application factsheet (template)
  50. 50. Specific Application Introduction Users Functionality - Status in My Amsterdam - Specific Application - APIs Technology Meetings Contacts Misc. I am a lesson - specifications for connected applications
  51. 51. I am an agenda my amsterdam prototype challenges lessons - connecting people advice q&a
  52. 52. I am a network of people My Amsterdam team launch committee product owners DevOps IT enterprise IAs domain experts application providers service department UX lab process improvers functional managers public website editors city hall counters privacy experts call center API developers other departments other channels
  53. 53. I am an often-used concept sketch
  54. 54. I am an agenda my amsterdam prototype challenges lessons - roadmap advice q&a
  55. 55. I am advice from Amsterdam experiment - prototype, launch small, learn expand - in planned, incremental steps explain - connect with the organisation and people will be exhilarated!
  56. 56. periment - prototype, launch small, learn pand - in planned, incremental steps plain - connect with the organisation and people will be hilarated! I am advice from Amsterdam
  57. 57. web
 service web
 service web
 service My Amsterdam product- specific application
 (for citizen) manage
 account edit
 profile my profile product
 statuses citizen public website product
 info
 &
 apply product- specific application (for professional) suggestion engine professional suggestion citizen web
 service login welcome page
  58. 58. My Peter Boersma - City of Amsterdam - @pboersma EuroIA 2016 - September 24, 2016 - Amsterdam, The Netherlands

×