Under Pressure - Government services under transformation
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Government services under transformation
description
Annika Naschitzki gave this presentation at UX Australia, Sydney, 2014. In order to transform government services, New Zealand government established the Better Public Services programme. In this Result 10 looks at improving the way that New Zealanders can deal with government digitally. Annika's presentation describes the Result 10 strategy, all-of-government discussions and first lessons' learned in the aim to improve the user-friendlyness of government online services.
Transcript of Under Pressure - Government services under transformation
Government services under transformation
Better Public Services
System
Services are designed around government, not around New Zealanders
New Zealanders can complete
their transactions with
government easily in a digital
environment
The Goal
The Agencies
The Target
Making it happen
Support New Zealanders through the digital transactions
Redesign services around the customer
Increase system capability
Make digital transactions
more user-friendly, starting
with the Result 10 “basket”
UX =
QuickFIX?
(Permitting)
Environment
UX Capabilit
y
Barriers
No one sets out to create something un-usable.
9
We wondered
So how is it that un-usable services/sites/channels even exist?
Business Owners, Project Managers,
SME’s
BA’s, Developers,
SME’s
IT Team, Testers,
Developers
Information base
• Little or no Post-Implementation Plan
• Little or no Continuous Improvement
• Little or no structured collection of longitudinal, scalable, end-to-end customer insights
Identify customer need
Research & Design
Build & Test
Project Lifecycle
• Testing & iterations planned & budgeted for
• Availability of reliable, holistic customer insights to identify needs & guide strategies
• Scalable continuous improvement
Business Owners, Project Managers,
SME’s
BA’s, IT team, Designers, SME’s, Change managers, Developers, Business owners
Identify customer need
Design, test and develop iteratively & collaboratively
Information base
Project Lifecycle
User data = Equal to ROI, Sales, etc
What if…
User success = Key Performance Measurement
Bad usability = Risk
Users = Subject Matter Experts
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Provocations
The Bad News
There is no ‘Quick Fix’ for user-friendliness
i.e. that gets you what you actually need
The actual solution is a gift that keeps on giving!
The GOOD News
i.e. it gets you more than you thought you needed
Lessons
learned
!!!
#1: Foster a UX community for support
You are NOT alone in this.
#2: Building trust is worth your time
Understanding your stakeholders’ language
and goals will get you a long way.
#3: Make them want to come to your party
Make your initiative enticing, you have a lot to
offer, e.g. training, or technical support
#4: Timing, timing, timing…
Transformation means playing ‘multi dimension chess’
Thanks!
Questions?
