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Government Services under the UX Microscope
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App updates happened within 2 weeks
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Funding for the User Experience
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Because we are unbiasedWe advocate for the user
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HelloHello
Hello
250 Clients 1000 + Projects
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250,000
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250,000
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$1,139
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29% didn’t use government sites
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Result 10 Priority Services
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Mooooooo
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Result 10 Priority Services
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“Survey says”
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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
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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
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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
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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
![Page 30: Breakfast Briefing - Government Services under the UX Microscope](https://reader033.vdocuments.us/reader033/viewer/2022051819/54c78df04a79591f0a8b4607/html5/thumbnails/30.jpg)
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
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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
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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
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The Framework
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Observed
user
experience?
Design Principles
Are they the right
services?
Accessibility
Standards
Who can use it?
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Renew a Vehicle Registration/License
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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
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Renew a Passport
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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
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Book a Hut
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Usability
IxD
Service DesirabilityAccessibility
Responsive Design
Book a DOC Hut35%
64%
66%70%
75%
AIPP: 5.8
PSR: 80%
OUI: 29
TP: 5
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Online Identity Authentication
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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
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Paying an Infringement
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Usability
IxD
Service DesirabilityAccessibility
Responsive Design
Pay an Infringement73%
80%
84%65%
37.5%
AIPP: 2.375
PSR: 100%
OUI: 9.5
TP: 5
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We did something else
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AngerHate
Contempt
Disgust
Fear
Shame
Regret
GuiltSadness
InterestAmusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Geneva Emotion Wheel
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AngerHate
Contempt
Disgust
Fear
Shame
Regret
GuiltSadness
InterestAmusement
Pride
Joy
Pleasure
Contentment
Love
Admiration
Relief
Compassion
Indifferent
Nervous
Disappointment
Geneva Emotion Wheel
Weak
Strong
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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
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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
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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
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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
![Page 92: Breakfast Briefing - Government Services under the UX Microscope](https://reader033.vdocuments.us/reader033/viewer/2022051819/54c78df04a79591f0a8b4607/html5/thumbnails/92.jpg)
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
![Page 93: Breakfast Briefing - Government Services under the UX Microscope](https://reader033.vdocuments.us/reader033/viewer/2022051819/54c78df04a79591f0a8b4607/html5/thumbnails/93.jpg)
N
PassportVehicle License Book a Hut InfringementIdentity
Management
?
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Final Thoughts• Get back to User Centred Design basics
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Final Thoughts• Doing “something” isn’t always better
![Page 96: Breakfast Briefing - Government Services under the UX Microscope](https://reader033.vdocuments.us/reader033/viewer/2022051819/54c78df04a79591f0a8b4607/html5/thumbnails/96.jpg)
Final Thoughts• Don’t colour land blue on a map