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The Need for Improved User Experience in Government
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Transcript of The Need for Improved User Experience in Government
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User Experience The Need for Improved User Experience in Government
South African Government Web Forum
Dr Marco Pretorius
@PretoriusMarco 21 August 2013
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e-Government Websites
Straub and Gerrol, 2008
Putting government online is one thing;
making government websites
functional and easy to use is quite
another
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e-Government Websites
• Poorly designed websites can drive a wedge between
government and citizens (Bailey, 2002)
• Accessing South African government websites can be a frustrating experience (Vermeulen, 2010)
• Usability is an important factor in designing e-Gov websites
(Berman et al., 2010)
• United States
– Importance of usability in government has grown
– Considered a best practice (Usability.gov, 2011)
– Also UK, Aus, Europe, Canada
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e-Government Websites - Africa
• African e-Government websites - higher rate of failure than success (Chango, 2007)
• Africa continues to perform below the world average in the United
Nations e-Government Survey (UN, 2010)
Top 5 countries in e-Gov development in Africa
(2010)
Rank Country World e-Government
ranking
1. Tunisia 66
2. Mauritius 77
3. Egypt 86
4. South Africa 97
5. Seychelles 104
Top 5 countries in e-Gov development in Africa
(2012)
Rank Country World e-Government
ranking
1. Seychelles 84
2. Mauritius 93
3. South Africa 101
4. Tunisia 103
5. Egypt 107
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UX?
Why are websites in South Africa mostly like this?
And not like this?
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What can make the difference?
User Experience!
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Time for the UX Video!
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Usability
“Usability really just means making sure that something works well:
• that a person of average (or even below average) ability and
experience
• can use the thing
• – whether it’s a website, a fighter jet, or a revolving door –
• for its intended purpose without getting hopelessly frustrated.”
-Steve Krug (2000)
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User Experience
Morville, 2004
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User Experience: Important Questions to Ask
• E-Skills
– Can the specified users use the product?
– Is it easy to use?
– Are we providing e-skills training?
– Are we providing alternative methods? –
Can’t only rely on e-Government
• Language
– Can they understand the language used on the product? Is simple language used?
• Accessibility
– Can disabled users use our product?
• Government
– Are we providing e-services to our citizens?
• Don’t have to drive to town to submit a tender
• Avoid queues
• Improved communication between government and citizens
• Allow access to information
• Making their life easier
• Technology
– Do the specified users have access to the technology?
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Importance of UX
• Create websites that are:
= a positive user experience for citizens
• Conduct user research
– Not to develop only out of the manager’s/programmer’s point of
view
• But what do the users (citizens) need??
• Involve citizens
• Save costs
– Development costs - by using templates, saving rework
– Reduce the need for training
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SA e-Government Websites
What are we doing right?
What are we doing wrong?
A few examples…
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Error Messages
• Will non-technical people (most people) understand it?
• Do we provide solutions?
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SA e-Government Websites: Speed
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SA e-Government Websites: Good use of images
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SA e-Government Websites: Bad use of images
• Stretched images
• No optimised images
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SA e-Government Websites: Very text heavy
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SA e-Government Websites: SEO
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SA e-Government Websites: URLs
• Good, clear URLs: – Limpopo.gov.za
– Mpumalanga.gov.za
– Westerncape.gov.za
• Confusing URLs: – capegateway.gov.za (before westerncape.gov.za)
• Citizens thought it was a:
– Shopping centre
– Tourist site
– nwpg.gov.za
• Do citizens know what nwpg acronym means?
– Northern-cape.gov.za
• Would be easier without the “dash”
• Register northerncape.gov.za too and redirect
– Gautengonline.gov.za; kznonline.gov.za; freestateonline.fs.gov.za
• Easier to remember without the “online”
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SA e-Government Websites: Terminology
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UX Guidelines
• Become familiar with UX guidelines and best practice
– A list of resources available at:
• http://uxstrategy.co.za/ux-resources/
– Usability.gov
– Jakob Nielsen
– User Interface Engineering
– Human Factors International
– Howto.gov
– Guidelines from around the world from other
governments
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UX Guidelines for SA Governments
Western Cape Government UX Guidelines
to be made available soon
Future: template
website
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So, there are Guidelines…
UX Guidelines are available –
why don’t we implement
them?
We need to institutionalise UX!
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SA e-Government Websites
• Guidelines and principles exist for e-Gov website design
– Limited indications of application by South African Provincial
Government
• Guidelines can not be implemented if there is
– No executive support
– No adequately trained staff
– No budget
– No use of usability methodologies and user-centered design
processes
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A Need to Institutionalise UX in SA Government
• Poor usability of gov websites
– major obstacle in several countries (Wangpipatwong, Chutimaskul and Papasratorn, 2008)
• Many users in SA with low levels of e-skills/IT literacy
– Usability and ease of use becomes especially important
• Mobile and responsive design – most of our citizens on mobile
• Survey conducted amongst stakeholders in the 9 Provinces in SA
– Goal: determine usability and UX maturity of Provinces
– Results: a lack of usability and UX processes
• limited use of a standardised user-centered design methodology
• Usability and UX are not an established best practice or standard
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Usability and UX Maturity Models
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Results and Findings 2011-2012
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Results and Findings 2011-2012
Questions Yes No
Do you have usability and UX employees in your organisation? 4 5
Is usability and UX Design recognised as a unique and valued skill? 3 6
Do you have executive support? 4 5
Do you have a usability/UX strategy? 0 9
Is usability and UX a part of your development lifecycle (website)? 1 8
Is usability and UX exposure / training available to UX employees? 2 7
Is usability and UX exposure / training available to other employees? 1 8
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Results and Findings 2011-2012
• PGs did not achieve high levels in the usability maturity models
• Results validated and supported by UX generic questions
– 6 PGs - usability and UX are not recognised as a valued skill
– Only 4 PGs have UX employees
– 0 PGs have usability or UX strategy in place
• In 2013 – Western Cape Government has official UX Policy, Strategy and
Guidelines
– Only 1 PG has UX in development lifecycle
Model Lowest rating Highest rating
Nielsen (Stage 1 - 8) 2 5
Schaffer (Level 0 - 5) 0 2
Feijo (Level 1 - 6) 2 3
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A need to Institutionalise UX
• A need to institutionalise UX in our environments
– How to institutionalise UX?
• Methodology available at:
– http://uxstrategy.co.za/
» based on PhD research
» Western Cape Government used as case study
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Read more at: uxstrategy.co.za
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UX Activities and User-centred Design
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Achievements – Improvements to the Government
website
Before
After
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The Usability Lab
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Mobile and Responsive Design
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Conclusions
• A strong need to institutionalise UX in SA Government
– Make SA Government websites:
• Useful - Does the website actually assist citizens?
• Usable - Can citizens with low e-skills use it?
• Desirable - Do citizens like using it?
• Valuable – Does the site deliver value to stakeholders/citizens?
• Accessible - Mobile vs Desktop? Can disable citizens use it?
• Findable - Can citizens find our websites? Can they find what they
need on our sites?
• Credible - Do citizens trust our websites?
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Thank you
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Tel: Fax:
www.westerncape.gov.za
Contact Us
Dr Marco Pretorius
Usability Team Leader: e-Government for Citizens
+27 (0)21 483 5064 +27 (0)21 483 8998
Twitter: @PretoriusMarco