User experience in Government: Tales From Oz

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Slide 1: User experience in Government: Ruth Ellison Yahoo! 3 November 2008 Tales from Oz Slide 2: Who’s Ruth? Love food & photography (check out my flickr stream....) Slide 3: Where do I live? Slide 4: Work in Federal Government in Canberra  Embedded UX person  Consultant at Stamford Interactive Slide 5: 3 key UX presentation topics  Australian Government culture & trends  Challenges in Australian Government  Accessibility Slide 8: Australian Government is very diverse Slide 10: Websites based on Government silos and structures Slide 11: Let’s look at an example... Having a baby Slide 12: May involve...  Centrelink – Baby Bonus payment  Family Assistance Office – child care benefit, Maternity Immunisation Allowance  Medicare – immunisation, Medicare card  Child Support Agency  State’s birth, death and marriages  More??? Slide 13: Information discovery is a challenge Slide 14: People aren’t going to Government websites to be entertained Slide 15: Citizen interaction with Government is changing Slide 17: People become part of the political process Slide 18: User experience isn’t just for clients & customers...it’s just as critical for staff Slide 20: There is no perfect world Slide 21: Funding and timing often constrains what UX activities that can be undertaken Slide 22: Love it or hate it – politics is every where Slide 23: Government is very artefact heavy Slide 24: Legislation can be a challenge Slide 25: Risk adverse Slide 26: 4 year cycle Amount of money Time Slide 28: ABS survey in 2003…. 20% of Australians have a disability  15% accident or injury  14% disease, illness or heredity  11% working conditions, work or over- work Slide 29: Slowly but surely...increasing awareness of accessibility Slide 30: Websites need to be accessible under the Disability Discrimination Act 1992 Slide 31: No centralised accessibility fund in many cases Slide 32: Purchasing decisions  Customised versus off-the-shelf  Accessibility requirements in tender processes Slide 33: Integrated approach to usability and accessibility needed from the start Slide 35: Be pragmatic Slide 36: Be politically savvy Slide 37: Be passionate Slide 38: Questions or need more info? uth Ellison mail: hone: obile: ruthe@stamfordinteractive.com.au +612 6280 7834 +61423 763 314 @ruthellison Slide 39: Credits: Most photos from istockphoto.com Thanks to Caronne Carruthers-Taylor, and Stamford workmates for brain power!