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Presentation used at the Wellington and Auckland breakfast briefings to discuss Result 10 and current usability of services.
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Government Services under the UX Microscope
App updates happened within 2 weeks
Funding for the User Experience
Because we are unbiasedWe advocate for the user
HelloHello
Hello
250 Clients 1000 + Projects
250,000
250,000
$1,139
29% didn’t use government sites
Result 10 Priority Services
Mooooooo
Result 10 Priority Services
“Survey says”
Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle
License 5 1 1 2 1Renew Adult
Passport 1 3 9 6 2Renew Drivers
License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle
ownership 5 7 3 6Get vehicle history 9 6 7
Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council
fees 8 3 9 10File individual tax
return 8Pay individual
taxes 6Check my
education history 6File charitable
donations refund 7File and return tenancy bonds 8
Vote 10 4Get LIM
information 9Report a civic fault 10 5
SmartGate D/A
Book a DOC hut
Apply for IRD #
Apply for financial aid
Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle
License 5 1 1 2 1Renew Adult
Passport 1 3 9 6 2Renew Drivers
License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle
ownership 5 7 3 6Get vehicle history 9 6 7
Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council
fees 8 3 9 10File individual tax
return 8Pay individual
taxes 6Check my
education history 6File charitable
donations refund 7File and return tenancy bonds 8
Vote 10 4Get LIM
information 9Report a civic fault 10 5
SmartGate D/A
Book a DOC hut
Apply for IRD #
Apply for financial aid
Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle
License 5 1 1 2 1Renew Adult
Passport 1 3 9 6 2Renew Drivers
License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle
ownership 5 7 3 6Get vehicle history 9 6 7
Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council
fees 8 3 9 10File individual tax
return 8Pay individual
taxes 6Check my
education history 6File charitable
donations refund 7File and return tenancy bonds 8
Vote 10 4Get LIM
information 9Report a civic fault 10 5
SmartGate D/A
Book a DOC hut
Apply for IRD #
Apply for financial aid
Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle
License 5 1 1 2 1Renew Adult
Passport 1 3 9 6 2Renew Drivers
License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle
ownership 5 7 3 6Get vehicle history 9 6 7
Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council
fees 8 3 9 10File individual tax
return 8Pay individual
taxes 6Check my
education history 6File charitable
donations refund 7File and return tenancy bonds 8
Vote 10 4Get LIM
information 9Report a civic fault 10 5
SmartGate D/A
Book a DOC hut
Apply for IRD #
Apply for financial aid
Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle
License 5 1 1 2 1Renew Adult
Passport 1 3 9 6 2Renew Drivers
License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle
ownership 5 7 3 6Get vehicle history 9 6 7
Pay a fine 4 8Apply for a visa 2 10 10 9Pay city council
fees 8 3 9 10File individual tax
return 8Pay individual
taxes 6Check my
education history 6File charitable
donations refund 7File and return tenancy bonds 8
Vote 10 4Get LIM
information 9Report a civic fault 10 5
SmartGate D/A
Book a DOC hut
Apply for IRD #
Apply for financial aid
What did we end up testing?NZTA Pay for a vehicle license Renew drivers license Report purchase/selling a carPolice Pay a fineDIA Renew and adult passportStats CensusMBIE Apply for a VisaLocal Gov Pay city council feesDOC Book a hutDIA/NZ Identity verification / Single sign-on
What did we end up testing?NZTA Pay for a vehicle license Renew drivers license Report purchase/selling a carPolice Pay a fineDIA Renew and adult passportStats CensusMBIE Apply for a VisaLocal Gov Pay city council feesDOC Book a hutDIA/NZ Identity verification / Single sign-on
The Framework
Observed
user
experience?
Design Principles
Are they the right
services?
Accessibility
Standards
Who can use it?
Renew a Vehicle Registration/License
Renew a Vehicle Registration/LicenseUsability
IxD
Service DesirabilityAccessibility
Responsive Design
64%
77%
89%52%
37.5%
AIPP: 3.25
PSR: 75%
OUI: 13
TP: 4
Renew a Passport
Usability
IxD
Service DesirabilityAccessibility
Responsive Design
Renew a Passport67%
70%
89%35%
62.5%
AIPP: 7.6
PSR: 80%
OUI: 38
TP: 5
XX 19XX 3.8
Book a Hut
Usability
IxD
Service DesirabilityAccessibility
Responsive Design
Book a DOC Hut35%
64%
66%70%
75%
AIPP: 5.8
PSR: 80%
OUI: 29
TP: 5
Online Identity Authentication
Usability
IxD
Service DesirabilityAccessibility
Responsive Design
Identity Verification / Single Sign-On60%
65%
?52%
37.5%
AIPP: 3.7
PSR: 100%
OUI: 18.5
TP: 5
Paying an Infringement
Usability
IxD
Service DesirabilityAccessibility
Responsive Design
Pay an Infringement73%
80%
84%65%
37.5%
AIPP: 2.375
PSR: 100%
OUI: 9.5
TP: 5
We did something else
AngerHate
Contempt
Disgust
Fear
Shame
Regret
GuiltSadness
InterestAmusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Geneva Emotion Wheel
AngerHate
Contempt
Disgust
Fear
Shame
Regret
GuiltSadness
InterestAmusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Geneva Emotion Wheel
Weak
Strong
AngerHate
Contempt
Disgust
Fear
Shame
Regret
Guilt
Sadness
Interest
Amusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Renew aVehicle Rego
Usability
IxD
Service DesirabilityAccessibility
Responsive Design
PassportAnger
Hate
Contempt
Disgust
Fear
Shame
Regret
Guilt
Sadness
Interest
Amusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Usability
IxD
Service DesirabilityAccessibility
Responsive Design
Book a HutAnger
Hate
Contempt
Disgust
Fear
Shame
Regret
Guilt
Sadness
Interest
Amusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Usability
IxD
Service DesirabilityAccessibility
Responsive Design
AngerHate
Contempt
Disgust
Fear
Shame
Regret
Guilt
Sadness
Interest
Amusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Usability
IxD
Service DesirabilityAccessibility
Responsive DesignIdentity
Management
InfringementAnger
Hate
Contempt
Disgust
Fear
Shame
Regret
Guilt
Sadness
Interest
Amusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Usability
IxD
Service DesirabilityAccessibility
Responsive Design
N
PassportVehicle License Book a Hut InfringementIdentity
Management
?
Final Thoughts• Get back to User Centred Design basics
Final Thoughts• Doing “something” isn’t always better
Final Thoughts• Don’t colour land blue on a map
