We are all stakeholders: A keynote address at UCD 2013
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We Are All StakeholdersUsability & User Experience in Government Systems
@ebuie#ucd2013 #uxgov
Elizabeth BuieNorthumbria University
Newcastle upon Tyne
UCD13 – Keynote 3
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When you think of government systems –
What comes to mind?
@ebuie #ucd2013
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@ebuie #ucd2013
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@ebuie #ucd2013
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@ebuie #ucd2013
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@ebuie #ucd2013
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@ebuie #ucd2013
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Government systems –
More than just public websites
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@ebuie#ucd2013
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Before we go any farther…
…a brief note
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@ebuie #ucd2013
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Government system usability –
Who are the stakeholders?
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Stakeholders: Who is affected?
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Residents & visitorswho use the systems
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Stakeholders: Who else?
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Government workers
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@ebuie
Users of services supported by systems
Stakeholders: Anyone else?
#ucd2013
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All these stakeholders –
Where are they?
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Eight million people
Greater London?
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sixty-three million people
All of the UK?
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five hundred million people
The European Union?
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What about these people?
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People in other placesaffected by our systems
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In short, the whole world
seven-plus billion people!@ebuie #ucd2013
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Let’s look at the direct users.
Who are they?What is their use like?
What kinds of usability and UX
do they need?@ebuie #ucd2013
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Two kinds of users, two sources of needs
Public Public servantsCustomer
CareerChoice CaptiveClear-cut
Complex
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Goals of public-facing systems (1) Provide information and services,
effectively and efficiently
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Goals of public-facing systems (2) Conduct transactions with the
public
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Optional – e.g., Top up Oystercard Required – e.g., Pay Taxes
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Goals of public-facing systems (3) Increase citizen
use of online systems
Entice them away from more expensive channels (phone, face to face, paper)
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Goals of public-facing systems (4) Encourage citizen participation in
governance
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Government 2.0“[Make] government more transparent, by publishing data and insights into government operations, and participatory, by inviting citizens to offer solutions to major challenges.”
– Kate Walser, chapter 3, “Usability and Government 2.0”
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The bottom line for the public
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Goals of internal systems (1) Conduct government work
effectively and efficiently
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Goals of internal systems (2) Integrate activities at all levels of
gov’t
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Goals of internal systems (2) Integrate activities at all levels of
gov’t
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Co-operate with other governments
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Goals of internal systems (3) Protect citizen
privacy
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Maintain public security and safety
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Internal systems
Some examples
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@ebuie #ucd2013
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@ebuie #ucd2013
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Usability issues
Public and internal systems share many
issues
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Public/internal shared issues1.Content strategy
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Public/internal shared issues2.Plain language – Clear
communication
@ebuie #ucd2013
improve your writing — and your agency’s writing — so your users can
find what they need, understand what they find, and use what they find to meet their
needs.– plainlanguage.gov
“
”This includes legalese
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Public/internal shared issues2.Plain language – Helps everyone
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From a study of before-and-after task performance of low-literate and high-literate web users, by K. Summers and M. Summers (see slide notes for citation)
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Public/internal shared issues3.Different cultures
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Public/internal shared issues4. Accessibility – Access for
Disabilities
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PACmate Braille display
Equality Act (UK) www.legislation.gov.uk/ukpga/2010/15/contents
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Public/internal shared issues5. Mobile access
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Public/internal shared issues6. Data security: Tradeoff between
usability and security
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But is it really a tradeoff of user experience?What if you feel better because you trust that your data are secure?
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Public/internal shared issues6. Data security: Risk vs.
Convenience
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Two-factor authentication
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Government projects
What’s it like to work on them?
@ebuie #ucd2013
(apart from what it’s like to do UX work on any project)
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Govt. projects pose UX challenges
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@ebuie #ucd2013
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“You want to WHAT?!?”“You want to WHAT?!?”
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@ebuie #ucd2013
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@ebuie #ucd2013
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And then there’s national politics…The biggest and most unpredictable challenge in government work
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And then there’s national politics…The biggest and most unpredictable challenge in government work
@ebuie #ucd2013
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Govt. projects offer rewards, too Number
and diversity of stakeholders and users
@ebuie #ucd2013
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Government project rewards Variety of systems and
technologies Project size & scope
@ebuie #ucd2013
£K - £M
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@ebuie #ucd2013We are all stakeholders
In the usability of government systems
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Govt. projects offer rewards, too Potential to help
make government itself more effective and efficient
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Why do government workI’ve found public-sector work to be infinitely more meaningful than private-sector work. …Individually, we tend not to act in a way that’s attuned to our collective needs. … Government provides a solution to the tragedy of the commons.
– Jess McMullin, Citizen Experience Designauthor of Chapter 22, Design for Policymaking
“”
@ebuie #ucd2013
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Thank you!Elizabeth BuieNorthumbria UniversityNewcastle upon Tyne, UK
Thanks to the two conference sponsors: