Download - Designing experiences nobody cares about
Designing experiences nobody cares about 27 August 2015
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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
Statistics are used much like a drunk uses a lamppost: for support, not for illumination — Vin Scully
Research is
Adam Angela
Co-founder, Creative Director [email protected] @monsieurmorris
Service Design Lead [email protected] @_angela_1