building a responsive government (website)

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www.studiothick.com [email protected] twitter.com/studiothick facebook.com/studiothick www.studiothick.com [email protected] twitter.com/studiothick facebook.com/studiothick Building a responsive government (website) Be Responsive 8 April 2014

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What do you really need from a government's website? And how do you navigate the politics and red tape to make a truly user-focused solution? To find out, we'll be using the newly launched Business Victoria website as a case study of how to do things right. We'll also take a look at a few other websites from governments around the world to see what's working... and what's not. Originally presented for the Melbourne Be Responsive meetup 8 April 2014. Audio (and video) here: http://vimeo.com/91573472 More tech-related info about the build available here: https://gist.github.com/sawks/10087371

TRANSCRIPT

Page 1: Building a Responsive Government (website)

www.studiothick.com [email protected] twitter.com/studiothick facebook.com/studiothickwww.studiothick.com [email protected] twitter.com/studiothick facebook.com/studiothick

Building a responsive government (website)

Be Responsive 8 April 2014

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450%

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Customer quotes, verbatim (2012)

Overwhelming.

The website is jumbled - there’s too much

information.

Went straight to helpline, wasn’t sure where to look

Too much information, wasn't sure where to look

and what to look for.

Too much info - was easier to call.

Too much information, couldn’t see obvious link to

public holidays.

Too much info - a bit complex.

Very busy, too cluttered and the links send you

around in circles.

Confusing.

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✓ Increase access, usage and accessibility

✓Simplification of information

✓Streamlining business process

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What are other notable governments doing around the world? None of them are perfect, but there’s things we can learn from them

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Acknowledges this may not be exactly the right place, considering people can land from lots of different places (not just following a taxonomy)

Modality

Let me navigate the page on my own if I want to...

...but take me through what I need to know, from the start

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Steps things out in a clear language, with meaningful links, supporting explanations and ‘discs’ that break the flow of scanning

Subtle, suggestive design cues

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Guide me onwards

Indicate recency

Useful things in the same category

Behave like a helpful person

Suggest an helpful alternative

Tie off with a tip

Ask for feedback

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Hit me with the highlights

Design to the demand (design with data)

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Nice visual design (clear language, good typographic hierarchy etc), but less helpful than it should be.

An example of getting the visual design right, and missing the mark on the UX design.

nyc.gov

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Behave like a helpful person

Get to the popular stuff quickly

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Doing too much

They’re not here to hang out

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Not so great

Disconnection

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Not so great

Broken flow

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Not so great

Buried search

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Not so great

Bad affordance

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Good design is as little design as possible Less, but better – because it concentrates on the essential aspects, and the products are not burdened with non-essentials.

Back to purity, back to simplicity.

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What we design shouldn’t draw attention to itself, it should allow people to accomplish their tasks with a minimum of fuss and in the most efficient manner possible. At its best, it will be invisible.

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Ok, so what did we do?

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We talked to real business people.

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We listened to the data.

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450% increase in mobile traffic !Google Analytics

04:26 min time on site !Google Analytics

61% of traffic from search !Google Analytics

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We made it easy.

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✓Simple

✓Relevant

✓Clear

✓Human

✓Efficient

✓ Inevitable

✓Fast

✓Easy

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Far fewer decisions to make

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We co-designed with the government.

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Choosing a business name

Starting a business infographic

Protecting your name

Search

Registering a business name

BusinessVictoria

Research and apply for a new business name in Australia.Australian businesses are required to register their business name.

is available

isn’t already registered as a company

isn’t already a registered trade mark

Make sure your business name... Not what you’re looking for?

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No more confusion.

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Choosing a business name

Starting a business infographic

Protecting your name

Cancelling a business name

How I began my business – Gardenworld Nursery

What I wish I knew: Three entrepeneurs tell all

Taking time to be an overnight success

Search

Registering a business name

BusinessVictoria

Research and apply for a new business name in Australia.Australian businesses are required to register their business name.

Before you start

an individual and the business name is your name (first name and surname)a registered company and the business name is the company’s name

a partnership and the business name consists of all of the partners’ names.

You do not need to register your business name if you are:

Related Case StudiesTip

When using your personal name for your business, you must use your exact name .

For example, if your name is Jane Smith and you want to call your business 'Jane Smith & Co', this would need to be registered.

Read some helpful tips on choosing a business name.

!

is available

isn’t already registered as a company

isn’t already a registered trade mark

is available as a website

Make sure your business name... Not what you’re looking for? Err, I think I’m in the wrong spot...

Whatever, government Internet machine. What about real people?

What can I do on this page?

Why is it important?

Page title

What do I need to do

A tip

Before you start

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We made it actionable.

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All content is actionable

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We talk your language.

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Content principlesAll content must be:

a) simple b) clear c) relevant

!

We want users to understand what to do and why, quickly.

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We made it accessible for all.

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We made it fast.We’re now 72% faster

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We made it work, everywhere.

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Anywhere, anytime, any device

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