NewZealand.govt.nz Redeveloping an all-of-government website Jared Gulian New Zealand Department of Internal Affairs 1.Problem 2.Research 3.Principles 4.Alpha 5.Beta 6.Governance Topics Better Public Services Result 10: New Zealanders can complete their transactions with government easily in a digital environment. Problem Lack of collaboration Content not based on user needs Duplication People dont know what to look for The Problem Research What does successful joined up look like? ? webtoolkit.govt.nz Principles Base decisions on the needs of users, not the structure of government. Rely on user testing, research, and feedback. Start small and iterate. Give the user a consistent framework. Collaborative, cross-agency input required. Project principles Alpha Alpha Prototype Content model and interaction design Not visual design Builds on earlier research Tested with users We asked users Find information about the services that are available if you were having difficulty paying your rent Users couldnt easily find content Searched for help paying rent Didnt search for Department names Didnt know about brand or product names Only 1 govt.nz link in first page of Google results So we tested Sign post pages Information and services grouped around a topic or task not by Department or agency not by the name of a brand or product 8 services from 6 different agencies Opportunity: The alpha site provided context for users This is an everything website? Thats good. This site is a good idea, knowing where to go is half the problem. We asked users Find out how to change the name on your driver licence Unfamiliar layouts created frustration and blocked user tasks Some users clicked here Here is the correct place What users said Oh I didnt see that! Urgh thats dumb! Was that the right link? Wheres the form, I dont see it Today every govt.nz site is different So we tested Consistent layout regardless of subject Consistent content Consistent design minimal branding lightweight visual design Alpha made the experience better "The consistent layout on each page was good." Beta Minimal viable product Public website Existing site running in parallel Thin content Iterative, evidence-based approach Fact-check content before production Beta First step: Minimal Viable Product Services? Services? Corporate Sites? Sites? Franchise Franchise model? model? (content) (content)MVP + + + Governance Digital Services Council DIA Executive Team Government CIO Project webtoolkit.govt.nz