Post on 27-Dec-2015
Using a scenario-planning tool to support an engaging online user experience
Jon Pearce
John Murphy
David Patman
Ian Brooks
2
Overview
This presentation discusses:o government providing online support for citizens
o a conceptual approach to a solution
o design & testing of the solution
o thoughts for the future
3
Background
Imagine this…
Issues presented by “Centrelink”:o increasing population of older customers returning to the
workforce => increasing demand on services
o make online contacts with Centrelink more engaging and
convenient for customers
o encourage less-experienced online users to interact with
Centrelink using self-service
o help customers take an active role in planning a pathway
towards self-sufficiency.
4
Background
Research question:
Can a Centrelink’s online experience be enhanced by
developing a self-help tool which allows customers to
explore various scenarios of actions and their outcomes?
Specific aims:
To develop an online tool that would be:o highly engaging vs “form-filling”o dynamico reflective.
5
Approach
Scenario planningo beyond the ‘loans calculator’
Concept of ‘flow’o goals, feedback, challenge vs skills
o control, autotelic
o measure:control + engagement + enjoyment.
6
Developing a Prototype
Algorithm design
Analysis of Centrelink interaction
Screen design
Prototype Development
Preparing to return to the workforce
This tool is designed to assist you preparing to return to work. It allows you to nominate your current situation and see the types of options Centrelink may offer you to assist your return to work.
It can also be used to plan for the future by allowing you to change various values and see the result of doing things such as getting you resume up-to-date.
Please note:1.Options presented in this tool are indicative only and actual options recommended by Centrelink may differ depending on your situation. 2.Centrelink does not record or retain any information based on using this tool
How long since your last paid employment?
More than 3 years
1 year Less than 1 month
How long since your last paid employment?
More than 3 years
1 year Less than 1 month
Gender?
Female
Gender?
Female
Age?
40 45 50 55 60
How many address changes have you had in last 2 years?
5 or more
4 3 2 1or none
How many address changes have you had in last 2 years?
5 or more
4 3 2 1or none
Revised model 69
Slider heading
Page 1 parameters
Option display
ed?
Gender
AgeHow long since your last paid employment?
How many address changes have you had in last 2 years?
Page 2 Parameters
How many interviews could you attend per week?
Have you prepared a résumé? Yes!
How confident are you in an interview? Yes!
Would you consider doing temporary work? Yes!
What is your level of education?
How do you rate your reading, writing & speaking skills? Yes!How confident are you of finding work in the next 3 months? Yes!
What hours are you prepared to work?
Can you be easily contacted by phone? Yes!
What level of qualifications do you have for your profession or trade?
How up-to-date are your professional or trade qualifications? Yes! Score: Male 0
How much notice do you need before an interview? 132 Female 1
What is your level of fitness?
This short course will help you in preparing your résumé:This short course will help you to improve your interview skills:Being prepared to accept temporary or voluntary work might lead on to other work in the future.These short courses are for language skills and are available in your area:There are short course available that help you build confidence and fulfil your potential. You might consider enrolling in one of these:Consider ways of making it easier for
Options
132
954
0
100
200
300
400
500
600
700
800
132
954
300
350
400
450
500
550
600
F/T CasualP/T O/T W/end Nights
This display shows only values between 300 & 600
Female
Bigger is better!
Centrelink branding – logo, images, tool links, main menu
Page title
Instructions / Welcome text
Static parameters
Next page nav >>
Prototype 1
Prototype 1
Skip to Prototype 2
Mode8
Temp work6
Interviews8
Resume7
Confidence7
Education6
Read/Write5
Literacy5
Contact2
Workquals
2
Valuequals
2
Int time2
Fitness8
How many interviews can you attend per week?
1 or fewer About 5 10 or more
Next page nav >><< Prev page nav
Prototype 1
Prototype 1
2.8Mode
8
2.45Temp work
6
Interviews8
Resume7
Confidence7
2.45Education
6
Read/Write5
Confidence51.41
Contact2
Work quals
2
Value quals
2
1.41Int time
2
Fitness8
Title of parameter, Title of parameter Title of parameter
Low value text
Next page nav >><< Prev page nav
Mid value text High value text
Prototype 1
Prototype 1
Summary & referrals
Colour scale?
The colour to the left is an “average” of all your inputs.You might like to consider one or more of the following actions:
Language skills course
This 6 month course will help improve your reading and writing skills.
Mobile phone purchase
Buying a mobile phone will improve your contactability with potential employers.
<< Prev page nav
Prototype 1
Prototype 1
Preparing to return to the workforce
This tool is designed to assist you preparing to return to work. It allows you to nominate your current situation and see the types of options Centrelink may offer you to assist your return to work.
It can also be used to plan for the future by allowing you to change various values and see the result of doing things such as getting you resume up-to-date.
Please note:1.Options presented in this tool are indicative only and actual options recommended by Centrelink may differ depending on your situation. 2.Centrelink does not record or retain any
information based on using this tool
How long since your last paid employment?
More than 3 years
1 year Less than 1 month
Gender?
Female
Age?
40 45 50 55 60
How many address changes have you had in last 2 years?
5 or more
4 3 2 1or none
Prototype 2
Prototype 2
Work Hours
Temporary work
Number of Interviews
Resume
Interview skills
Education
Literacy Confidence
Contact
QualificationsUp-to-dateInterview notification
Fitness
How many interviews could you attend per week?
1 or fewer About 5 10 or more
Prototype 2
Prototype 2
Work Hours
Temporary work
Number of Interviews
Resume
Interview skills
Education
Literacy Confidence
Contact
QualificationsUp-to-dateInterview notification
Fitness
What hours are you prepared to work?
Overtime
Fulltime
Parttime
Casual Weekends
Nights
Prototype 2
Prototype 2
Work Hours
Temporary work
Number of Interviews
Resume
Interview skills
Education
Literacy Confidence
Contact
QualificationsUp-to-dateInterview notification
Fitness
Improving your résuméDeveloping your interview skillsSuggestion about temporary workLanguage skills coursesBuilding confidenceImproving contactImproving job skillsGetting fitGoing for that jobImproving your qualificationsImproving your education
Improving your Education
It's worth considering improving your level of formal education to increase your chances of finding work. Some of the ways of doing that are listed here:
Course A Course B
Prototype 2
Prototype 2
16
Testing with Customers
Four groups of six participants tested at The University of
Melbourne usability laboratory:o Centrelink customers
o Age 50+
o Unemployed 2+ yrs
Data collection:o Questionnaires
o Scenario tasks using the prototype
o Focus group.
17
Final prototype…
2 minute prototype movie
(demo)
QuickTime™ and aAnimation decompressor
are needed to see this picture.
19
Outcomes & discussion
Software evaluationo usability details…
o mixed reactions to ‘direct manipulation’ design approach
o need greater enticement to explore
User interactiono user explored & answered various ‘what-if’ questions
o they were engaged
o but, had the expectation of a ‘process’
o little evidence of flow (control + engagement + enjoyment).
20
Revising the scenarios
We moved from:o participants beginning as themselves in their current
situation completing a task
“Work though the program …”
to:o participants beginning as themselves but in a scenario
completing a task:
“Imagine you have an interview tomorrow…”
21
Next steps…
Modifications to software…
Apply scenario-planning to other areas…
Generic concept – self-help through exploration:
adjust personal info
observe prioritised
output/suggestions
reflect