Delivering a Better Presentation Citizen Experience for ... Digital... · User Experience Practices...
Transcript of Delivering a Better Presentation Citizen Experience for ... Digital... · User Experience Practices...
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Presentation Title
Month Day, Year
PresenterPresenter Title
Delivering a Better Citizen Experience for
North Carolina
August 29, 2018
Billy HyltonDirector, Digital Solutions
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A great, seamless experience…
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A great, seamless experience…
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What is citizen experience?The interactions between government and citizens (and
businesses, etc.) across different channels.
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Emerging channels
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“Experience” is growing in importance
Digital GovernmentFirst time in NASCIO’s “StateCIO Top 10 Priorities” list for 2018.
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We must address culture, mindset, operations, processes, and moreIt’s not just a new app or platform, y’all.
User Experience Practices (UX)
“Design Thinking”
Iterative Development
Purchasing/Procurement
Cloud Services
Omni-Channel & Content
Measuring Citizen Experience
Universal Access/Accessibility
DevOps & APIs
“Product” Mindset
Workforce & Culture
Digital Standards
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Design services around the needs of usersInfrastructure
Application
User Experience Platform
Attribution: Dustin Haisler
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Design thinking
1. Understand the problem.
2. Explore possible solutions.
3. Iterate.
4. Implement.
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Design thinking
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Meeting business needs + user needs
We found the workshops to be very helpful. They brought us together and forced us to think about what the end user was seeking when they visited our website.
Our team members provided representation from various bureaus and divisions within NCDOL who don’t work together on a daily basis.
Having representatives from all sections of our department really helped us identify and prioritize the information we needed to profile on our new website.
Dolores QuesenberryDirector of Communications, Department of Labor
READ THE CASE STUDYhttps://it.nc.gov/pvrograms/digital-commons/case-study-dol
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Know your audiencePersonas and empathy maps help us understand user needs and remove guesswork
Represent user groups based on both qualitative and quantitative research
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Test on real end-users before you build
Tested site structure with real user tasks using “TreeJack” product by Optimal Workshop.
“Tree tests” can validate findability of information
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Customer journey mapsMap the experience from start to finish
Attribution: US. Digital Services
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User Experience (UX) rolesUX Designers and UX Developers will be a new role in government
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Content is still kingLet’s start thinking beyond the browser
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Content should be structured
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Truly understand users’ content needs
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Shouldn’t content be a priority?
Challenge: Many agency websites and digital properties do not have dedicated content support (i.e. “I’m wearing three different hats – one is the website content”). As a result, website and digital content is poorly organized, out of date, and not aligned to user needs.
Goal: Dedicated Content Specialists. Or fewer hats!
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Collaboration across roles and organization unitsWe Are NC Gov
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Takeaways & resources
• Seek to first understand user/citizen needs.
• Observe and document where pain points exist.
• Connect the disparate channels. Find and fix the “gaps” in a citizen’s journey. This includes non-digital channels!
• Think beyond the browser (and apps). Omni-channel content.
• IT needs to embrace marketing, communications, and design.
18F - Method Cards - A collection of tools to bring human-centered design into your project. Includes Journey Mapping, Personas, Storyboarding, Task Flow Analysis, and more. https://methods.18f.gov/
Usability.gov - https://www.usability.gov/
Plain language - https://www.plainlanguage.gov/Plain language makes it easier for the public to read, understand, and use government communications.
https://methods.18f.gov/https://www.usability.gov/
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@NCDIT@BroadbandIO@ncicenter
NCDIT
NC Department of Information Technology
NC DIT
Let’s Connect!
it.nc.gov
@NCDIT
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