Information and communication technology on planning administration
Online Communication and Usability in Public Administration
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Transcript of Online Communication and Usability in Public Administration
![Page 1: Online Communication and Usability in Public Administration](https://reader036.fdocuments.in/reader036/viewer/2022062503/58ef02481a28ab340a8b45bb/html5/thumbnails/1.jpg)
NKE WUD 2015 USABILITY AND RESEARCH IN PUBLIC
ADMINISTRATION Csilla HERENDY
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TOPIC
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Clients/ci9zens need
WELL DESIGNED, EASY TO USE, ERGONOMIC
websites
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BUT: they oDen
DON’T LIKE TO USE websites of public administra9on sector because
-‐ their surface is complicated,
-‐ hard to understand and some9mes
-‐ neglect actual user expecta9ons and needs.
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It is a
GENERAL PROBLEM in most countries that
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users (ci9zens) have
DIFFICULTIES using public administra9on websites
and orien9ng on it/them
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What kind of
PROBLEM do they have?
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they do not understand the public administra9on and
LEGAL PHRASES that are used there
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they do not see
THE STRUCTURE (informa9on architecture)
of the website, the logical relaCons between topics.
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The sites are not stylish and absolutely
NOT COOL.
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Design is old-‐fashioned, colors, fonts. AND mayor's welcome on main page
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Redesign, 2015 (!) -‐-‐ Mayor's welcome, here
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Mayor's welcome, there
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Mayor's welcome, everywhere
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Too much informaCon
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It looks like paper world and an administraCve order
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Flash intros... Mobile access?
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AS A RESULT
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Users
HAVE DIFFICULTIES naviga9ng on given sites
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They soon
LOSE THEIR PATIENCE
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ODen choose
PERSONAL ADMINISTRATION instead of electronic
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which
DOES NOT HELP the spread of e-‐government
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WHY IS THAT? REASON 2/1.
[TYPICAL HUNGARIAN PRACTICE]
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DESIGN STRATEGIES Neglect users’ point of view Reflect officers’ mental models
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DEVELOPMENT Starts with beau9ful design in Photoshop / jpeg pics The content must be adjusted to it Or the design will be subsequently modified again and again Rarely tested, oDen the wrong way
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CAUSES Lack of experienced professionals (in house IT developers) Lack of funds, harmful development prac9ces Lack of professionals
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WHY IS THAT? REASON 2/2
[MENTAL MODEL]
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The content, wording,
structure of the sites
REFLECTS THE MENTAL MODELS OF OFFICERS
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….aaaaand, there is
MISMATCH between
mental models of the ci9zens
and the website owner (employee in public administra9on / programmers)
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“Mental model is the representa9on that a person has
IN HIS MIND about the object is interac9ng with”
(Weinshenck, 2011)
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How could we
MAKE IT BETTER?
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It is useful to
GAIN INFORMATION about mental models of the user
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HOW?
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INVOLVE the users!
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METHODS
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Choose the one which is best for the actual goals
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Card sorCng test (open/closed) (Online) focus groups Interviews Task analysis Surveys Ques9onnaires Par9cipatory design Usability tesCng
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SOME EXAMPLES
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(1) analysis of the most popular content (2) Google sta9s9cs: which are the most popular keywords? (3) Online survey research
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Card sor9ng tests, focus groups, user test
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Eye-‐tracking research + user interview (ujbuda.hu 60+, subjects: 60+) -‐ Don’t recognize and don’t understand the “accessible version” icon [real Hungaricum!] -‐„Print“ icon was tought to be a speaker -‐ Don’t know and don’t understand icons of social media: “F, G, limle bird???”