Designing experiences nobody cares about

Designing experiences nobody cares about 27 August 2015

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Designing experiences nobody cares about

Prototyping an inclusive, end-to-end service

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power rule maker irritatingneed to comply fragmentedcomplicated frustrating fearconfusing red tape impersonal

Page 105 / January 30, 2015

Analytics In-depth (Appendix A)

Portal monitoring

Eye trackingWhere the customer looked

Click trackingWhere the customer clicked

Heatmaps

These two heatmaps demonstrate

that the search box received the most

attention from visitors.

The ‘All Transactions’ tab was not

clicked very often; very few customers

were interested. Eye tracking shows

customers scrolled past the search box,

indicating ‘Popular transactions’ was

seen by a majority.

Page 107 / January 30, 2015

Analytics In-depth (Appendix A)

Portal monitoring

Service monitoring

We continuously monitor application

performance on the portal and external

websites which host transactions

to ensure page render times remain

optimal for customers.

The graph below shows the page load

for the portal since launch, compared

with a sample of department and

third party transaction sites. Page

load time is an important factor in

customer experience and search engine

optimisation, and should ideally fall

below 4 seconds.

VGCSC

Mapshare

Payments

Maxi

Onform

Vicroads

Load time

Example sites

Load

tim

e (m

s)

Date

“Victorian Government is fragmented and things are no one’s responsibility.”- Jeremias, 36

“I expect everything with the government to be hard. Applying for a job with government is hard, the ATO is hard, I knew this [getting a licence] would be the same.”- Bobby-Rose, 21

“A great experience would be that you go in and get it sorted out, that’s all.”- Elizabeth, 55

“I can use it on my phone, because I don’t have a computer where I’m living at the moment. I’m with my grandma. She’s not going to buy a computer because she’s too old to change. A lot of older people just aren’t going to get on board with that.”- Callum, 18

“They deal with a broad range of people, but don’t realise what’s on the other end of the phone.”– Nicole, 40

“I have just had a cataract done and the last two months I’ve been staggering around—I can see at a distance, but reading is no good.”- Barbara, 79

“Victorian Government is fragmented and things are no one’s responsibility.”- Jeremias, 36

“I expect everything with the government to be hard. Applying for a job with

“A great experience would be that you go in and get it sorted out, that’s all.”- Elizabeth, 55

“I can use it on my phone, because I don’t have a computer where I’m living at

“They deal with a broad range of people, but don’t realise what’s on the other end of the phone.”– Nicole, 40

“I have just had a cataract done and the last two months

People don’t care how government works, just that it works.

People want government to be a silent partner.

People don’t hold governmentto the same standard as private sector.

Take outs

Transactions can happen when life is emotional and stressful.

Most people think government transactions are targeted at mainstream citizens.

Certainty and confidence are critical factors in almost all circumstances.

Take outs

People take the path of least resistance, every time

Take outs

Sometimes your job is to make services or systems invisible

Take outs

What can you do to bring this into your work, next week?

Get out there.Research to build empathy, inspire good decisions and improve experiences.

Statistics are used much like a drunk uses a lamppost: for support, not for illumination — Vin Scully

Research is

Design for the marginalised and everyone benefits

Take accessibility seriously

Clarity, focus and flow trump fancy. Every time.

It is your responsibility as a UX Designer to design without ego

Discuss

Adam Angela

Co-founder, Creative Director [email protected] @monsieurmorris

Service Design Lead [email protected] @_angela_1