Great user experience is no longer optional. Users demand better usability defined as the extent to which a product can be used effectively, efficiently and satisfactorily within its specified context of use. Context of use includes both government and private sectors. Open data and APIs can enable services across multiple contexts. Design considers how a product works, not just appearance. Challenges include standardizing information, linking data across organizations, trust, adapting managerial thinking, and legislation requiring counterintuitive experiences. The document discusses envisioning eGovernment in Sweden in 2030 with frictionless public services delivered autonomously while minimizing privacy concerns over data exchange.

1. Great user experience is
no longer optional
Peter Krantz

5. Users demand better usability
"The extent to which a product can be used
by specified users to achieve specified
goals with effectiveness, efficiency, and
satisfaction in a specified context of use."

6. Context of use: government / private sector as
silos
Government Private sector

7. Context of use: government / private sector as
silos
Government Private sector

8. Case: relevant context to find a
school?
At the municipality website?
…or when looking for a new house?

11. Use open data and open API:s to
enable services in multiple
contexts
Government
Data in Data out

12. Design not just what it looks like
and feels like. Design is how it
works.
— Steve Jobs

13. Challenges
1. Standardization of information
2. Linking/connecting data from multiple
government organizations to enable more
advanced use
3. Trust
4. Design thinking – managers need to adapt
5. Legislation with counter intuitive user experience
requirements

14. Legislation with counter intuitive user
experience requirements

15. “Why a two step process to
register and apply for temporary
parental benefits for care of a
sick child?”

16. Was the intended consequence to
influence how the service was
designed?

17. 1. What do you think eGovernment
will look like in Sweden 2030?
2. What's the greatest benefit with
that scenario?
3. And what's the biggest challenge?

18. 1. What do you think eGovernment
will look like in Sweden 2030?

19. e

20. Design is an integral part of
lawmaking

21. Friction free public services by
autonomous agents

22. Government organization
irrelevant for service design and
delivery

23. Massive amounts of data
exchanged within and outside
government – users care less
about privacy

24. 2. What's the greatest benefit with
that scenario?

25. “The good society”*
* Dwight Waldo, 1979, The Enterprise of Public Administration

26. 3. And what's the biggest
challenge?
Massive amounts of data
exchanged within and outside
government – users care less
about privacy