building a responsive government (website)

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Building a responsive government (website)

Be Responsive 8 April 2014

450%

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.

✓ Increase access, usage and accessibility

✓Simplification of information

✓Streamlining business process

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

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

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

Subtle, suggestive design cues

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

Hit me with the highlights

Design to the demand (design with data)

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

Behave like a helpful person

Get to the popular stuff quickly

Doing too much

They’re not here to hang out

Not so great

Disconnection

Not so great

Broken flow

Not so great

Buried search

Not so great

Bad affordance

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.

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.

Ok, so what did we do?

We talked to real business people.

We listened to the data.

450% increase in mobile traffic !Google Analytics

04:26 min time on site !Google Analytics

61% of traffic from search !Google Analytics

We made it easy.

✓Simple

✓Relevant

✓Clear

✓Human

✓Efficient

✓ Inevitable

✓Fast

✓Easy

Far fewer decisions to make

We co-designed with the government.

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?

No more confusion.

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

We made it actionable.

All content is actionable

We talk your language.

Content principlesAll content must be:

a) simple b) clear c) relevant

!

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

We made it accessible for all.

We made it fast.We’re now 72% faster

We made it work, everywhere.

Anywhere, anytime, any device