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How to do UX in Government Without Losing Your Freaking Mind

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Tips on how do UX in the Federal Government from User Focus 2014 in Washington DC

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How to do UX in Government Without Losing Your Freaking Mind

  1. 1. How to do UX in government without losing your freakin mind UXPA-DC 2014 Jonathan Rubin U.S. General Services Administration @jonathan_rubin #userfocus2014
  2. 2. Agency A Agency B
  3. 3. “The UX State of our Union is getting stronger.” - Not Obama, but still true!
  4. 4. ● US Digital Service Gov.uk Design Rules CFPB Design Rules 18F @ GSA Digital Analytics Pro. 7+ Fed Usability Labs Healthcare.gov unsuck! (maybe)
  5. 5. Has # of UX people changed since last year?
  6. 6. How widespread is UX at your agency? - 2013
  7. 7. How widespread is UX at your agency? - 2014
  8. 8. How widespread is UX at your agency? - 2014 Awwww yeah :)
  9. 9. DigitalGov User Experience Program ● Find us on Digitalgov.gov ● Help agencies succeed in UX via support + education ● Remove barriers to UX use ● Manage Federal UX community (525+ members) ● Also: o Usability Starter Kit o 25+ Usability Case Studies o API Usability Evaluations o Federal Usability Volunteer List
  10. 10. Policy Challenges o Paperwork Reduction Act (PRA) o Terms of Service o IT Procurement (quick review!) o Section 508 / Accessibility Secrets of Good Gov UX o Sell it (well) o Shut up and do it o Viva UX Team o Get crafty (resources!) 1 2
  11. 11. Paperwork Reduction Act (PRA)
  12. 12. 1. Paperwork Reduction Act ● Clearance needed to collect info from public
  13. 13. 1. Paperwork Reduction Act ● Clearance needed to collect info from public ● For structured questions + open ended
  14. 14. 1. Paperwork Reduction Act ● Clearance needed to collect info from public ● For structured questions + open ended ● Survey, tests, focus groups, interviews, forms
  15. 15. 1. Paperwork Reduction Act ● Clearance needed to collect info from public ● For structured questions + open ended ● Survey, tests, focus groups, interviews, forms ● 10+ citizens per YEAR per item
  16. 16. 1. Paperwork Reduction Act ● Clearance needed to collect info from public ● For structured questions + open ended ● Survey, tests, focus groups, interviews, forms ● 10+ citizens per YEAR per item ● Does NOT apply to Feds, most Social Media
  17. 17. 1. Paperwork Reduction Act ● Clearance needed to collect info from public ● For structured questions + open ended ● Survey, tests, focus groups, interviews, forms ● 10+ citizens per YEAR per item ● Does NOT apply to Feds, most Social Media ● Regulates incentives
  18. 18. You create: Supporting Statements ● Justify what you’re doing and why ● Target audience ● Cost (if publishing in Fed Register) ● Screenshots (if applicable) ● List of questions (if applicable) ● # of estimated hours + respondents (Burden Hours)
  19. 19. Customer Service Generic Clearance ● AKA Umbrella Clearance ● You should already have this! If not: Get it! o Search your agency on Reginfo.gov + collection o Talk to PRA Officer ● Worth it if you are doing lots of collections ● Can’t publish results + no statistical info ● With it you can Fast Track
  20. 20. NOTE: All workflows that follow are drafts and are not official (yet)
  21. 21. Option 1. Get PRA Generic Clearance Agency develops PRA plan Includes: Questions / screenshot Supporting Statements Law / Authority
  22. 22. Option 1. Get PRA Generic Clearance Agency develops PRA plan OMB / OIRA Notice in Federal Register (60 days) Notice in Federal Register (30 days) OMB Reviews (30 days) You’re good! Get # to put on your survey Agency gets comments OMB gets comments
  23. 23. Option 1. Get PRA Generic Clearance Agency develops PRA plan OMB / OIRA Notice in Federal Register (60 days) Notice in Federal Register (30 days) OMB Reviews (30 days) You’re good! Get # to put on your survey Agency gets comments OMB gets comments Time needed: 120+ days
  24. 24. Survey Focus Group Usability Test Forms Regular PRA Process OK. You’re good to go
  25. 25. Usability Test Usability Test Usability Test Usability Test Regular PRA Process for initial package. Allows grouping like items together, if it makes sense. Generic “Umbrella” Clearance UT 1 UT 2 UT 3 UT 4
  26. 26. Option 1. Get PRA Generic Clearance Agency develops PRA plan OMB / OIRA Notice in Federal Register (60 days) Notice in Federal Register (30 days) OMB Reviews (30 days) You’re good! Get # to put on your survey Agency gets comments OMB gets comments Time needed: 120+ days
  27. 27. Option 2. Use existing PRA Generic Clearance, then get Fast Track Agency develops PRA plan OMB Reviews (5 days) Time needed: 1-3 weeks You’re good! Get # to put on your survey
  28. 28. 120+ days or…. 1-3 weeks!
  29. 29. Agency Burden hours (8,000) Requested 20 hours (20 people x 1 hour each) Requested 500 hours (5000 people x 6 mins each) March - Usability Test 1 (10 people ) April - Usability Test 2 (10 people) Survey (5000 people) Request #1: Usability Testing Request #2: Survey
  30. 30. Agency Burden hours (8,000) Research Prototype Build Test Release Maintain
  31. 31. Agency Burden hours (8,000) Fastrack #1: User interviews (20 hours) Fastrack #2: Paper Prototype Test (20 hours, 2 tests) Fastrack #3: Usability Test (20 hours, 2 tests) Research Prototype Build Test Release Maintain
  32. 32. More PRA Tips ● Be nice to your PRA officer
  33. 33. More PRA Tips ● Be nice to your PRA officer ● Don’t let burden hours expire
  34. 34. More PRA Tips ● Be nice to your PRA officer ● Don’t let burden hours expire ● Share PRA docs with other offices
  35. 35. More PRA Tips ● Be nice to your PRA officer ● Don’t let burden hours expire ● Share PRA docs with other offices ● Digitalgov.gov > “Usability Starter Kit”
  36. 36. More PRA Tips ● Be nice to your PRA officer ● Don’t let burden hours expire ● Share PRA docs with other offices ● Digitalgov.gov > “Usability Starter Kit” ● Find examples from Reginfo.gov
  37. 37. Incentives and the PRA ● Their view: Trying to save the gov money ● OMB ceiling is o $40 an hour general public o $50-$75 for focus groups o More $ needs justification in support statements o Work with PRA officer early + often to increase $ ● Contractors can get around this ● Besides money: Goodwill, swag, gift cards
  38. 38. Terms of Service
  39. 39. One way to get amended TOS signed Find a tool you like Have your lawyers talk to their lawyers Come up with Amended Terms of Service Use tool / Dominate Universe Review the terms
  40. 40. TOS on DigitalGov.gov ● GSA can help negotiate if there is community need ● What is TOS? ● Template for amending TOS ● Examples of 70+ signed TOS ● Flowchart!
  41. 41. Procurement (quick!)
  42. 42. Problems with UX in IT contracts lots of people much smarter than me are working on IT procurement reform - just looking at UX in IT contracting. some issues: 1. No UX law (unlike 508) 2. One-size fits all contracts don’t apply well to IT 3. COs + PMs not familiar/don’t care about UX 4. CO and PM may not work together from starT 5. Waterfall :( 6. Biz requirements… what about user req? 7. No UX in SOW > Proposals don’t include UX 8. Unclear about contractor UX qualifications 9. Lessons learned not shared
  43. 43. Things that might help things that might help 1. Don’t bury lede in RFP! Clearly state problem, what u want 2. Include UX definitions and glossary 3. Have a UX person look at contract first 4. Connet wireframes to usability testing 5. UX = deliverable / labor category, UAT 508… - right near 508 6. But be broad! Don’t constrain too much 7. Testing as milestone (UAT?), block out test time 8. Do your own user research BEFORE contract... (or get help) 9. Look at SOW Templates in Digitalgov.gov and usability.gov 10. Past performance - screenshots, not text
  44. 44. Evaluating UX proposals ● Do RFI first?
  45. 45. Evaluating UX proposals ● Do RFI first? ● Past Performance: Step-by-step of good UX
  46. 46. Evaluating UX proposals ● Do RFI first? ● Past Performance: Step-by-step of good UX ● UXperience: Certification / Degree / Portfolio
  47. 47. Evaluating UX proposals ● Do RFI first? ● Past Performance: Step-by-step of good UX ● UXperience: Certification / Degree / Portfolio ● Key Personnel provision: UX specialist
  48. 48. Evaluating UX proposals ● Do RFI first? ● Past Performance: Step-by-step of good UX ● UXperience: Certification / Degree / Portfolio ● Key Personnel provision: UX specialist ● Required: Gov exp.? Catch-22?
  49. 49. Evaluating UX proposals ● Do RFI first? ● Past Performance: Step-by-step of good UX ● UXperience: Certification / Degree / Portfolio ● Key Personnel provision: UX specialist ● Required: Gov exp.? Catch-22? ● Screenshots vs. text
  50. 50. Evaluating UX proposals ● Do RFI first? ● Past Performance: Step-by-step of good UX ● UXperience: Certification / Degree / Portfolio ● Key Personnel provision: UX specialist ● Required: Gov exp.? Catch-22? ● Screenshots vs. text ● Oral presos may be faster - real products!
  51. 51. Evaluating UX proposals ● Do RFI first? ● Past Performance: Step-by-step of good UX ● UXperience: Certification / Degree / Portfolio ● Key Personnel provision: UX specialist ● Required: Gov exp.? Catch-22? ● Screenshots vs. text ● Oral presos may be faster - real products! ● White Paper: Choosing UX vendor
  52. 52. Contractor Sub- Contractor New UX Contractor You Who should do UX?
  53. 53. Measuring UX performance ● Attend ALL UX activities
  54. 54. Measuring UX performance ● Attend ALL UX activities ● Stress SHORT reports
  55. 55. Measuring UX performance ● Attend ALL UX activities ● Stress SHORT reports ● Create Baseline UX metrics, monitor
  56. 56. Measuring UX performance ● Attend ALL UX activities ● Stress SHORT reports ● Create Baseline UX metrics, monitor ● Monitor ACSI / customer exp. increase
  57. 57. Measuring UX performance ● Attend ALL UX activities ● Stress SHORT reports ● Create Baseline UX metrics, monitor ● Monitor ACSI / customer exp. increase ● Create KPIs and measure against them
  58. 58. Measuring UX performance ● Attend ALL UX activities ● Stress SHORT reports ● Create Baseline UX metrics, monitor ● Monitor ACSI / customer exp. increase ● Create KPIs and measure against them ● Refer to usability best practices
  59. 59. Techfar - Agile IT Guidance on FAR ● Techfar = Part of WH Digital Services Playbook
  60. 60. Techfar - Agile IT Guidance on FAR ● Techfar = Part of WH Digital Services Playbook ● Promotes iterative development (Agile)
  61. 61. Techfar - Agile IT Guidance on FAR ● Techfar = Part of WH Digital Services Playbook ● Promotes iterative development (Agile) o Improved manageability + budgetary feasibility o Reduction of risk o Frequent delivery of usable capabilities o Increased flexibility o Greater visibility into contractor performance
  62. 62. Do Agile and UX, suckas.
  63. 63. More Procurement resources ● Possible Contract Vehicles: o 541 - Advertising and Marketing  541-3 - Web Design  541-4A - Market Research and Analysis o GSA Schedule 70 - IT Services ● UX education at DigitalGov.gov + calendar ● Check out UX SOWs on DG.gov + Usability.gov ● FBO.gov
  64. 64. Section 508
  65. 65. What accessible coding looks like ● Alternative text for all graphics and all non-text media
  66. 66. What accessible coding looks like ● Alternative text for all graphics and all non-text media ● All form fields + controls labeled for asst. technologies
  67. 67. What accessible coding looks like ● Alternative text for all graphics and all non-text media ● All form fields + controls labeled for asst. technologies ● Not mouse driven, keyboard can explore all content
  68. 68. What accessible coding looks like ● Alternative text for all graphics and all non-text media ● All form fields + controls labeled for asst. technologies ● Not mouse driven, keyboard can explore all content ● Contains header formatting (skip links) for easy reading
  69. 69. What accessible coding looks like ● Alternative text for all graphics and all non-text media ● All form fields + controls labeled for asst. technologies ● Not mouse driven, keyboard can explore all content ● Contains header formatting (skip links) for easy reading ● Written in Plain Language
  70. 70. What accessible coding looks like ● Alternative text for all graphics and all non-text media ● All form fields + controls labeled for asst. technologies ● Not mouse driven, keyboard can explore all content ● Contains header formatting (skip links) for easy reading ● Written in Plain Language ● Pop-ups are keyboard accessible ● Etc.
  71. 71. Hate getting sued? Me too!
  72. 72. When to think about accessibility? Research Prototype Build Test Release Maintain
  73. 73. When to think about accessibility? Yikes! Research Prototype Build Test Release Maintain
  74. 74. When to think about accessibility? Yikes! Better than nothing (barely) Research Prototype Build Test Release Maintain
  75. 75. When to think about accessibility? Yikes! Better than nothing (barely) Now we’re talking :) Research Prototype Build Test Release Maintain
  76. 76. More 508 resources ● Add into contract, start early!
  77. 77. More 508 resources ● Add into contract, start early! ● Talk to gov Accessibility Community of Practice o Guest speakers, brown bags, etc.
  78. 78. More 508 resources ● Add into contract, start early! ● Talk to gov Accessibility Community of Practice o Guest speakers, brown bags, etc. ● Checklists (HHS). You need more, but it’s a start
  79. 79. More 508 resources ● Add into contract, start early! ● Talk to gov Accessibility Community of Practice o Guest speakers, brown bags, etc. ● Checklists (HHS). You need more, but it’s a start ● Talk to vendors, esp. “I know accessibility” ones
  80. 80. More 508 resources ● Add into contract, start early! ● Talk to gov Accessibility Community of Practice o Guest speakers, brown bags, etc. ● Checklists (HHS). You need more, but it’s a start ● Talk to vendors, esp. “I know accessibility” ones ● Hold their feet to the fire on 508 / check with legal
  81. 81. More 508 resources ● Add into contract, start early! ● Talk to gov Accessibility Community of Practice o Guest speakers, brown bags, etc. ● Checklists (HHS). You need more, but it’s a start ● Talk to vendors, esp. “I know accessibility” ones ● Hold their feet to the fire on 508 / check with legal ● Use / Follow #a11y hashtag
  82. 82. More 508 resources ● Add into contract, start early! ● Talk to gov Accessibility Community of Practice o Guest speakers, brown bags, etc. ● Checklists (HHS). You need more, but it’s a start ● Talk to vendors, esp. “I know accessibility” ones ● Hold their feet to the fire on 508 / check with legal ● Use / Follow #a11y hashtag ● Role-Based Accessibility in Government (PPT)
  83. 83. More 508 resources ● Add into contract, start early! ● Talk to gov Accessibility Community of Practice o Guest speakers, brown bags, etc. ● Checklists (HHS). You need more, but it’s a start ● Talk to vendors, esp. “I know accessibility” ones ● Hold their feet to the fire on 508 / check with legal ● Use / Follow #a11y hashtag ● Role-Based Accessibility in Government (PPT) ● Find accessibility testers + 508 template
  84. 84. Policy Challenges o PRA o Terms of Service o Procurement (quick!) o Section 508 Secrets of Gov UX o Sell it (well) o Shut up and do do it o Viva UX Team! o Get crafty (resources!) 1 2
  85. 85. Sell it sell it - right 1. Always resistance to new ideas, persistence! be a pain in the ass! 2. use real quotes 3. Explain UX but don’t be a jerk (+ use lingo) 4. Share + Create Usability Case Studies 5. #uxgov hashtag 6. Keep asking “What do the Users think?” 7. Share user failures (esp. big ones) 8. Build on a big mistake 9. Prioritize: What’s the most important thing? 10. Precedent: Digital Gov Strategy
  86. 86. Get out of the building! shut up and get out there! solo or 1-2 devs or others 1. the strategy is delivery 2. Deliver something and point to it! 3. Get real feedback (no hearsay!) 4. Get early / bad things in front of users ASAP 5. get it into strategic plan or development plan 6. Do easy techniques o User Interviews o Prototype tests o Hallway tests o User Free Exploration
  87. 87. Be crafty - get resources get crafty - find resources 1. Enlist passionate people on operations side 2. Start with fractions 3. Hallway Testing (also sells!) 4. UX Community Listserve 5. Free usability tools + check with CIO / Comms / procurement to see what tools people are using 6. Create your own agency UX community 7. But best of all….
  88. 88. Open Opportunities ● GSA program for inter-agency volunteering ● Digitalgov.gov, search “Open Opportunities” ● Create finite tasks or ongoing 20%er ● Me: 100% success in 24 hours or less ● Ideas o Facilitator o Script Writing o Educator o Speakers, Etc.
  89. 89. Thank you! Jonathan.rubin@gsa.gov @jonathan_rubin
  90. 90. Thank you! Jonathan.rubin@gsa.gov @jonathan_rubin
  91. 91. Thank you! Jonathan.rubin@gsa.gov @jonathan_rubin And join our UX listserve!

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