Under Pressure - Government services under transformation
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Transcript of Under Pressure - Government services under transformation
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Government services under transformation
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Better Public Services
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System
Services are designed around government, not around New Zealanders
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New Zealanders can complete
their transactions with
government easily in a digital
environment
The Goal
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The Agencies
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The Target
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Making it happen
Support New Zealanders through the digital transactions
Redesign services around the customer
Increase system capability
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Make digital transactions
more user-friendly, starting
with the Result 10 “basket”
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UX =
QuickFIX?
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(Permitting)
Environment
UX Capabilit
y
Barriers
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No one sets out to create something un-usable.
9
We wondered
So how is it that un-usable services/sites/channels even exist?
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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
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• 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
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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
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The Bad News
There is no ‘Quick Fix’ for user-friendliness
i.e. that gets you what you actually need
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The actual solution is a gift that keeps on giving!
The GOOD News
i.e. it gets you more than you thought you needed
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Lessons
learned
!!!
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#1: Foster a UX community for support
You are NOT alone in this.
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#2: Building trust is worth your time
Understanding your stakeholders’ language
and goals will get you a long way.
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#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
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#4: Timing, timing, timing…
Transformation means playing ‘multi dimension chess’
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Thanks!
Questions?