UX Methodology Design

Public e-Services in Lithuania

Ramune Norkute, Idea Code

Information Society Development Committee

Shaping Lithuania’s state policy in the development of information and communications technologies

Creation of a modern information society

Human factors framework

1 Year Ahead

Vacation is nice...

6 Months Ahead

Diving?...

6 Months Ahead

Mountains?...

2 Weeks Ahead

What Happened

Abstract, big picture, no specifics

Specific plans,

detailsCh

oic

es

Far away Close

Geek terms: Construal Level Theory

Relaxed Panic

How is this relevant to the public sector UX?

E-Service

Abstract requirements (law), general discussions

Complete actions

to reach a planned

resultA

cti

on

s

Far away Close

Functional requirements

Fully operational e-service

???Good UX

Assumes that

people read

minds

Issues with Functional Requirements

Have no idea what

users need

“Know” what users need

Has a different vision in

mind

What happens then…

Abstract requirements (law), general discussions

Completion of specific actions

to reach a planned result

Acti

on

s

Far away Close

Functional requirements

“This is not what we meant”???

Bad UX

Solutions?

Need to1. Make people communicate their ideas early

2. Realize the difference between yourself and the user

3. Get the users involved

4. Build a common vision

5. Translate common vision into specific actions when you are far away from the deadline

Agile

Legal issues

Too risky

New

Sounds

magic

Traditional

UX Methodology

Common Principles1. User needs in the center

2. Regular user research and involvement

3. Design and development based on user resarch findings

4. Regular measurement of user experience

High level process

Define the „good“

Implement the „good“

Support the „good“

Process in more detail

Idea Design Implement SupportLiquidat

e

Modernize

Define the „good“

Implement the „good“

Support the „good“

Tools Stakeholder list Customer journey

Target group description Service blueprint

Persona description Business process diagrams

Survey Wireframes

User observation Sitemap

User interview Interactive UI prototype Diary study Card sorting

Focus group A/B testing

Usability evaluation User interface guidelines

Usability testing

Idea

Identify user needs, generate and explore e-service ideas, which match those needs.

Idea Design Implement SupportLiquidat

e

Modernize

Stakeholder list Target group description Persona description Customer journey

Survey

User observation

User interview or diary study

Design

Formulate specific e-service solution, which will be implemented. Value to users. Clear components.

Idea Design Implement SupportLiquidat

e

Modernize

Service blueprint (draft)

Business process diagrams

Wireframes

Sitemap

Usability evaluation

Usability testing

Implement

Code, create, build, install, setup user centered e-service solution components. Test-improve-launch.

Idea Design Implement SupportLiquidat

e

Modernize

Service blueprint (draft)

Business process diagrams

Interactive UI prototype

Wireframes

Usability evaluation

Usability testing

User interface guidelines

Support

Carry out support, solve problems, implement minor changes. Monitor results.

Idea Design Implement SupportLiquidat

e

Modernize

Rolling 5 year

targets after launch

Initial launch targets

Measurement system

• People• Infrastructure• Communication• Processes

Modernize

Implement changes due to environment , technology, process and other factors. Test-improve-launch.

Idea Design Implement SupportLiquidat

e

Modernize

Liquidate

Liquidate a no longer needed e-service. Inform users. Ensure transition.

Idea Design Implement SupportLiquidat

e

Modernize

Implementation

Document pack

UX Methodology (Process+Tools)

Tool Use Examples

Procurement Guidelines

Usability Problem Solution Guide

Training materials

Available at: http://epaslaugos.ideacode.lt/

Timeline

2013.03-09

2013.10 2013.10-12

2014

TrainingsMethodology development

Publication Formalization

Takeaways

E-Service

Abstract requirements (law), general discussions

Completion of specific actions

to reach a planned result

Acti

on

s

Far away Close

Functional requirements

“This is not what we meant”???

Bad UX

Before…

Spend less on figuring out what to do early

Spend more on fixing bad UX later

New Process and Tools

Define the „good“

Implement the „good“

Support the „good“

Future valueSpend more on figuring out what to do early

Spend less on fixing bad UX later

Thank you

Methodology (in Lithuanian) available at: http://epaslaugos.ideacode.lt/