how our users helped us design and build a successful ... · understand user needs 2. do ongoing...

HowourusershelpedusdesignandbuildasuccessfuldigitalservicethatmeetsUKgovernmentstandards

SarahVoddenInterimOperationsDirector(andIFSProductOwner)

NigelTownleyDirector– IT&BusinessChange

Wecan’tstopthinkingaboutthefuture

InnovateUK– theUK’sinnovationagency

Weworkwithpeople,companiesandpartnerorganisations tofindanddrivethescienceandtechnologyinnovationsthatwillgrowtheUKeconomy-deliveringproductivity,newjobsandexports.

OuraimatInnovateUKistokeeptheUKgloballycompetitive intheraceforfutureprosperity.

3

Introductions

4

Introductions

Topicsforthissession• BackgroundtotheInnovationFundingService

– GovernmentDigitalServices– Startingtheproject– VIDEO

• Understandingourusers– Usertesting(VIDEO)– Iterating– Ongoinguserresearch

• Demo?• Lessonslearned

6

Theoldprocess

7

Thenewprocess..

8

Typicalcompetition:numberofusers

GOV.UK,competitionsearch

Applicationssubmitted

ProjectSetup

Successfulapplicants

Application

Assessment

Startproject

2,000Users

500Applications

20Awarded

20FundedProjects

9

GovernmentDigitalServices

TheUKGovernmentDigitalService(GDS)Standard

1. Understanduserneeds2. Doongoinguserresearch3. Haveamultidisciplinaryteam4. Useagilemethods5. Iterateandimprovefrequently6. Evaluatetoolsandsystems7. Understandsecurityandprivacy

issues8. Makeallnewsourcecodeopen9. Useopenstandardsandcommon

platforms

10. Testtheend-to-endservice11. Makeaplanforbeingoffline12. Makesureuserssucceedfirsttime13. Maketheuserexperienceconsistent

withGOV.UK14. Encourageeveryonetousethe

digitalservice15. Collectperformancedata16. Identifyperformanceindicators17. Reportperformancedataonthe

PerformancePlatform18. Testwiththeminister

OperationsProcess

CompetitionPreparation

Pre-applicationeligibility&suitability

Application Assessment

FundingDecisionAndAward DueDiligence Monitoring Payment

ContinuousReportingOriginalScopeofIFSandinBeta(preaward)

Currentadditionalproject(postaward)

InnovationFundingServiceuserjourneys

InitialintereststartatGOV.UK

Application

Submission

Allocateassessors

Producepanelsheet

Notificationofoutcome&feedback

Successful

Competitionset-up

Feedback

Projectset-up

LiveProject(integratewithexistingsystem)

Inviteassessors&assessoraccountcreation

Assessment

Applicant

Assessor

InnovateUKManagecompetition Decision

Process

ExternalUsers

InternalUsers

TakenfromGDS:

“AsanapplicantIwanttocreateanaccountintheservicesothattheserviceknowsmewhenIlogbackinagain”

Understandingourusers

Personas- tellusaboutourusers

UserPainpointsExternalusers

Collaborativenaturenotreflectedinapplicationsubmittinganapplicationdoesnotcurrentlyreflecthowusersneedtoshare,save,editandreviewtheircollaborativeapplicationApplicantsdonotmakeuseofrelevantguidanceguidanceexistsbutisnotpresentedtotheapplicantsatthepointitisrequired,withusefulinformationoverlooked.Manualdataentryandfileuploading- notintuitiveandrequiresrepetitionofdataentryApplicantfeedback - applicantscanstruggletounderstandreasonsforbeingunsuccessfulandwhattheirnextstepsshouldbe

Internalusers

Manualdataentry-manyprocesseswithinInnovateUKstillrequiremanualinputofdataandmanualmovementoffilesDuplicationofeffort - betweeninternalteamsTransparencyandvisibilityofprocesses- poortransparencyandvisibilitybothinternallyandexternallyaboutprocessesinvolved,timescalesandownership.Reportinganduseofdata - currentsystemsaredifficulttointerrogatefordataandinformationiscollectedinavarietyofformats,makingcomparisonandanalysisdifficult.

Usertesting

Internalusertestsessions

• MoreinformalasconductedinInnovateUKoffices• 1-2-1atpeople’sdesks• Someformalsessions/workshopsaspartofiterationsofinternaluserviews

Variedtestingapproaches– guerrillatestingatevents

Guerilla testingatInnovateUKevents– focusingonaspecificjourneyorresearchquestionratherthanthefullsystem– example=accountcreationprocess

GuerrillatestingatourInnovate2016conference

Participant

Age Occupation Group ITSetupduringresearchsession

P1 38 Ex-CivilServant

Hearing Impairment N/A, butwasaccompaniedbyaninterpreter

P2 79 Retired Visual Impairment JAWS screenreader(usesDolphinSuperNova screenreaderathome)

P3 68 Retired LowDigitalSkills N/A

P4 36 Accountant Visual Impairment ZoomText screenmagnifier

P5 39 ResearchFellowatUWE

Motor Impairment Macbook trackpadandDragonDictate(forprolongedwriting)

P6 31 Cleaner Cognitive Impairment Laptop withDragonDictate(fortyping)

P7 53 Retired Visual Impairment JAWS screenreader

P8 29 Unemployed CognitiveImpairment JAWSscreenreader andbrowserzoom

P9 51 Unemployed LowDigitalSkills N/A

P10 56 RetiredSchoolSecretary

Visual Impairment iPad withiOSscreenmagnifier

P11 45 ForestSchoolLeader

CognitiveImpairment N/A,althoughsometimesusesVoicetoTextonAppledevices(orWordfor spell-checker)

P12 55 Fundraiserfor Motor Impairment Reducedmousesensitivity

Accessibilitytesting

Typeofimpairment

Externalparticipants

Visual 8

Hearing 2

Motor 4

Cognitive 5

Lowdigitalskills

4

Iterating

Applicantdashboardevolutionfromalphato…

Applicantdashboards- Beta

Designiterationsoftheapplicationform

April2015 June2015 February2016

DesigniterationsoftheAssessordashboard

Ongoinguserresearch

Show&telltobusiness Observingusertesting

Analytics&feedbackloop

Demo?

Lessonslearned

Keepitsimple

• Aimfora“minimumviableproduct”or“MVP”– Youcanaddfunctionalitylaterifitisnecessary– Whatyouhave,mayneedchanging– Themoreyouhave,thelongeritwilltakeandthemoreyoumayneedto

iterate• Bewareofusersleadingyouinthewrongdirection.Collectevidence!• Bewareofinternaluserswithauthoritywhothinktheyknowbetter• Astrongproductownerwhounderstandsthebusinessisthekeyto

success!