Government services under transformation

Better Public Services

System

Services are designed around government, not around New Zealanders

New Zealanders can complete

their transactions with

government easily in a digital

environment

The Goal

The Agencies

The Target

Making it happen

Support New Zealanders through the digital transactions

Redesign services around the customer

Increase system capability

Make digital transactions

more user-friendly, starting

with the Result 10 “basket”

UX =

QuickFIX?

(Permitting)

Environment

UX Capabilit

y

Barriers

No one sets out to create something un-usable.

9

We wondered

So how is it that un-usable services/sites/channels even exist?

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

• 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

User data = Equal to ROI, Sales, etc

What if…

User success = Key Performance Measurement

Bad usability = Risk

Users = Subject Matter Experts

9

Provocations

The Bad News

There is no ‘Quick Fix’ for user-friendliness

i.e. that gets you what you actually need

The actual solution is a gift that keeps on giving!

The GOOD News

i.e. it gets you more than you thought you needed

Lessons

learned

!!!

#1: Foster a UX community for support

You are NOT alone in this.

#2: Building trust is worth your time

Understanding your stakeholders’ language

and goals will get you a long way.

#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

#4: Timing, timing, timing…

Transformation means playing ‘multi dimension chess’

Thanks!

Questions?