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.

18

Final prototype…

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

22

Conclusion

We have identified: o potential of ‘novel’ interaction style in e-government

o design requirements for further prototype

o areas of interest from within Centrelink for collaboration

o moving towards self-help through reflection.