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The Change We Need Needs IXD: Designing Gov 2.0 that’s Inclusive Kate Walser @kwalser February 2010 #gov20 #ixd10

Designing Gov 2.0 That's Inclusive

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Inspired by President Obama’s vision, government agencies have stepped on the accelerator and are opening up their agencies, data, and missions to the public like never before. With 305 million people in the US, that’s some lot of potential customers and users. And this audience spans different demographics, ethnicities, education levels, and levels of interest in government. Where product companies and organizations may be able to focus in on certain target audiences, “Gov 2.0″ success and continued energy President Obama’s brought to the government will depend on making ALL in the US feel welcome and engaged. Not a small task.Presented at Interaction 10, the conference for interaction designers, in Savannah, GA, February 2010.

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Page 1: Designing Gov 2.0 That's Inclusive

The Change We Need Needs IXD:

Designing Gov 2.0 that’s Inclusive

Kate Walser @kwalser

February 2010

#gov20 #ixd10

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Citizen as Partner

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Citizens- Millions

- Want things now

- Want a voice

- Different demographics Languages, education, technology, etc.

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Transparency

bust open the data... APIs...access government records... FOIA... knowledge

is power

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Sonal ShahOffice of Social Innovation

and Civic Participation

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Gov 2.0 that’s Inclusive

Design the Conversation

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Hi!

How’s it going?

Good. You?

Good. Wondering how much snow I’ll be shoveling back in DC

A Conversation

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The government wants your

ideas.

Great! How about solar

panel credits for small business?

What beautiful

snow!

Not A Conversation

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Not A Conversation

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1. TalkYou speak a common language

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Will citizens know what XML, KML / KMZ are?Most session attendees did not.

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TurboTax uses familiar words, reinforces with icons

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http://outsideindc.com/stumblesafely/night

StumbleSafely presents data via a graph and imagesA conversation about neighborhood safety

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Talk

- Use plain language

- Pick words people will understand

- Show with images

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2. FocusYou make your point, quickly

1. Talk

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Which site would you choose?

getfoodstamps.netfns.usda.gov/FSP

Two results for “food stamps”

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mint.com

Quickly conveys “we can help you with money”

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Focus- Make it easy to access products, services

- Pick words that reinforce purpose

- Hide the other things

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3. EngageYou get their interest & you listen

1. Talk2. Focus

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summitonthesummit.com

Grabs you from the first momentWhy do these 15 people look cold and want water?

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Provides interest and intrigue - loading mountain?

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Engages by providing updates about climbers, vitals, and great ways to think about donating (1 cent = 1 liter of clean water)

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Engages with simple ways to get involved

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We’re listening - “top 5 actions based on comments posted...”

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Engage- Make a connection

- Give updates

- Provide ways to get involved

- Make it interesting and intriguing

- Let them know you’re listening

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4. SupportYou help them

1. Talk2. Focus3. Engage

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There’s more than one?

Way too hard - not enough work done in background toaggregate Apple Computer, Inc. data

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If you misspell, Google makes a good guess and offers alternative suggestions - “here’s what we found, but did you mean this?”

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Support by providing voice search and then guessing what you’d want via a mobile device - “want me to call them? do you need directions?”

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Support- Think about what’s needed

- Offer suggestions

- Keep the conversation going

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5. AdaptYou find ways to get together

1. Talk2. Focus3. Engage4. Support

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youtube.com/citizentube

Great start at conversation... what about people who can’t access Internet or YouTube in time?

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mosio.com

More ways to have conversation - text in a question, get an answer / response

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SCAD Service Design - http://servd.us

What if we had kiosks in places like the Dept. of Motor Vehicles? Get involved while you’re stuck there.

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Realizing lower-income patients must choose between spending the day to get to a doctor or spending the day cashing a check, getting groceries, this clinic was set up in a shopping strip with a bank and grocer. Patients can take a pager with them to do errands rather than sit in the waiting room.

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Adapt

- Create citizen personasrural, non-techie, lower reading level, non-native English speaker

- Remove barriersphysical, cultural, language, technology

- Offer access when, where it’s needed

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Design the Conversation

1. Talk2. Focus3. Engage4. Support5. Adapt

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Thank you!

kate (at) cxinsights (DOT) comtwitter: @kwalser

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Additional Resources

- PlainLanguage.govhttp://www.plainlanguage.gov

- Section 508http://www.access-board.gov/sec508/guide/

- World Wide Web Consortium, Web Accessibility Initiativehttp://www.w3.org/wai

- “Government Data and the Invisible Hand,” Robinson, et al. 2009.http://ssrn.com/abstract=1138083

- “Moving Toward a 21st Century Right-to-Know Agenda,” Right to Know Community, November 2008.http://www.ombwatch.org/files/21strtkrecs.pdf

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Photo Credits

- Gov 2.0 Crowd: flickr.com/creativecommons

- Connect, Don’t Push - Rope: Flickr Creative Commonsflickr.com/people/gullevek

- Citizens: Purple Tunnel of Doom, J. Bordeauxhttp://jbordeaux.com/dear-senator-feinstein/

- University of Illinois, Miles Square Health Center: Phoenix Builders, LTD.http://phoenixbuilders.com/projects/University_of_Illinois_Miles_Square.html