Government Services under the UX Microscope

App updates happened within 2 weeks

Funding for the User Experience

Because we are unbiasedWe advocate for the user

HelloHello

Hello

250 Clients 1000 + Projects

250,000

250,000

$1,139

29% didn’t use government sites

Result 10 Priority Services

Mooooooo

Result 10 Priority Services

“Survey says”

Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle

License 5 1 1 2 1Renew Adult

Passport 1 3 9 6 2Renew Drivers

License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle

ownership 5 7 3 6Get vehicle history 9 6 7

Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council

fees 8 3 9 10File individual tax

return 8Pay individual

taxes 6Check my

education history 6File charitable

donations refund 7File and return tenancy bonds 8

Vote 10 4Get LIM

information 9Report a civic fault 10 5

SmartGate D/A

Book a DOC hut

Apply for IRD #

Apply for financial aid

Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle

License 5 1 1 2 1Renew Adult

Passport 1 3 9 6 2Renew Drivers

License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle

ownership 5 7 3 6Get vehicle history 9 6 7

Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council

fees 8 3 9 10File individual tax

return 8Pay individual

taxes 6Check my

education history 6File charitable

donations refund 7File and return tenancy bonds 8

Vote 10 4Get LIM

information 9Report a civic fault 10 5

SmartGate D/A

Book a DOC hut

Apply for IRD #

Apply for financial aid

Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle

License 5 1 1 2 1Renew Adult

Passport 1 3 9 6 2Renew Drivers

License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle

ownership 5 7 3 6Get vehicle history 9 6 7

Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council

fees 8 3 9 10File individual tax

return 8Pay individual

taxes 6Check my

education history 6File charitable

donations refund 7File and return tenancy bonds 8

Vote 10 4Get LIM

information 9Report a civic fault 10 5

SmartGate D/A

Book a DOC hut

Apply for IRD #

Apply for financial aid

Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle

License 5 1 1 2 1Renew Adult

Passport 1 3 9 6 2Renew Drivers

License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle

ownership 5 7 3 6Get vehicle history 9 6 7

Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council

fees 8 3 9 10File individual tax

return 8Pay individual

taxes 6Check my

education history 6File charitable

donations refund 7File and return tenancy bonds 8

Vote 10 4Get LIM

information 9Report a civic fault 10 5

SmartGate D/A

Book a DOC hut

Apply for IRD #

Apply for financial aid

Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle

License 5 1 1 2 1Renew Adult

Passport 1 3 9 6 2Renew Drivers

License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle

ownership 5 7 3 6Get vehicle history 9 6 7

Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council

fees 8 3 9 10File individual tax

return 8Pay individual

taxes 6Check my

education history 6File charitable

donations refund 7File and return tenancy bonds 8

Vote 10 4Get LIM

information 9Report a civic fault 10 5

SmartGate D/A

Book a DOC hut

Apply for IRD #

Apply for financial aid

What did we end up testing?NZTA Pay for a vehicle license Renew drivers license Report purchase/selling a carPolice Pay a fineDIA Renew and adult passportStats CensusMBIE Apply for a VisaLocal Gov Pay city council feesDOC Book a hutDIA/NZ Identity verification / Single sign-on

What did we end up testing?NZTA Pay for a vehicle license Renew drivers license Report purchase/selling a carPolice Pay a fineDIA Renew and adult passportStats CensusMBIE Apply for a VisaLocal Gov Pay city council feesDOC Book a hutDIA/NZ Identity verification / Single sign-on

The Framework

Observed

user

experience?

Design Principles

Are they the right

services?

Accessibility

Standards

Who can use it?

Renew a Vehicle Registration/License

Renew a Vehicle Registration/LicenseUsability

IxD

Service DesirabilityAccessibility

Responsive Design

64%

77%

89%52%

37.5%

AIPP: 3.25

PSR: 75%

OUI: 13

TP: 4

Renew a Passport

Usability

IxD

Service DesirabilityAccessibility

Responsive Design

Renew a Passport67%

70%

89%35%

62.5%

AIPP: 7.6

PSR: 80%

OUI: 38

TP: 5

XX 19XX 3.8

Book a Hut

Usability

IxD

Service DesirabilityAccessibility

Responsive Design

Book a DOC Hut35%

64%

66%70%

75%

AIPP: 5.8

PSR: 80%

OUI: 29

TP: 5

Online Identity Authentication

Usability

IxD

Service DesirabilityAccessibility

Responsive Design

Identity Verification / Single Sign-On60%

65%

?52%

37.5%

AIPP: 3.7

PSR: 100%

OUI: 18.5

TP: 5

Paying an Infringement

Usability

IxD

Service DesirabilityAccessibility

Responsive Design

Pay an Infringement73%

80%

84%65%

37.5%

AIPP: 2.375

PSR: 100%

OUI: 9.5

TP: 5

We did something else

AngerHate

Contempt

Disgust

Fear

Shame

Regret

GuiltSadness

InterestAmusement

Pride

Joy

Pleasure

Contentment

Love

Admiration

Relief

Compassion

Indifferent

Nervous

Disappointment

Geneva Emotion Wheel

AngerHate

Contempt

Disgust

Fear

Shame

Regret

GuiltSadness

InterestAmusement

Pride

Joy

Pleasure

Contentment

Love

Admiration

Relief

Compassion

Indifferent

Nervous

Disappointment

Geneva Emotion Wheel

Weak

Strong

AngerHate

Contempt

Disgust

Fear

Shame

Regret

Guilt

Sadness

Interest

Amusement

Pride

Joy

Pleasure

Contentment

Love

Admiration

Relief

Compassion

Indifferent

Nervous

Disappointment

Renew aVehicle Rego

Usability

IxD

Service DesirabilityAccessibility

Responsive Design

PassportAnger

Hate

Contempt

Disgust

Fear

Shame

Regret

Guilt

Sadness

Interest

Amusement

Pride

Joy

Pleasure

Contentment

Love

Admiration

Relief

Compassion

Indifferent

Nervous

Disappointment

Usability

IxD

Service DesirabilityAccessibility

Responsive Design

Book a HutAnger

Hate

Contempt

Disgust

Fear

Shame

Regret

Guilt

Sadness

Interest

Amusement

Pride

Joy

Pleasure

Contentment

Love

Admiration

Relief

Compassion

Indifferent

Nervous

Disappointment

Usability

IxD

Service DesirabilityAccessibility

Responsive Design

AngerHate

Contempt

Disgust

Fear

Shame

Regret

Guilt

Sadness

Interest

Amusement

Pride

Joy

Pleasure

Contentment

Love

Admiration

Relief

Compassion

Indifferent

Nervous

Disappointment

Usability

IxD

Service DesirabilityAccessibility

Responsive DesignIdentity

Management

InfringementAnger

Hate

Contempt

Disgust

Fear

Shame

Regret

Guilt

Sadness

Interest

Amusement

Pride

Joy

Pleasure

Contentment

Love

Admiration

Relief

Compassion

Indifferent

Nervous

Disappointment

Usability

IxD

Service DesirabilityAccessibility

Responsive Design

N

PassportVehicle License Book a Hut InfringementIdentity

Management

?

Final Thoughts• Get back to User Centred Design basics

Final Thoughts• Doing “something” isn’t always better

Final Thoughts• Don’t colour land blue on a map

michael@optimalexperience.com

Thank you.Any questions?

Michael Dutton