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TRANSCRIPT
Building User eXperience
Dr Piyush Guptae-Governance Evangelist
Consultant & Trainer
21st National Conference on e-Governance
26 February 2018
Invest in Citizen Insights
Whole-of-Government
Whole-of-ExperienceCitizens
Citizens
Whole-of-Government
Whole-of-ExperienceCitizens
Citizens
Why Measure User eXperience?
“Measurement is the first step that leads to control and eventually to improvement. If you can’t measure something, you can’t understand it. If you can’t understand it, you can’t control it. If you can’t control it, you can’t improve it.” ― H. James Harrington
Are we really measuring User eXperience?
Qualitative
Quantitative
User experience is
not only about numbers – time or cost or
transactions or up-take
but UX is more about
user behavior during the complete Journey
UserFeeling
Thinking
Doing
Emotions
Focus is on Citizens, NOT
service
Whole-of-Experience
Pre-Service
• Expectations
Service
• Experience
Post-Service
• Satisfaction
User Behavior Journey –high & low
Whole-of-Experience
Whole-of-Experience
A Citizen may avail one service, But it involves Eight stages of
experience journey
Need
Research
Access / Select
Apply
Help
Receive
Use & Maintain
Recommend/ Feedback
1
7
8
5
4
2
3
6
© Piyush Gupta, 2018
Need
Research
Access/ Select
Apply
Help
Receive
Use & Maintain
Recommend/ Feedback
1
7
8
5
4
2
3
6
Ass
ess
use
r W
ho
le-o
f-Ex
per
ien
ce
Assess acro
ss user jo
urn
ey
What Activity do they DO?
What are they FEELING?
What are they THINKING?
What is their EXPERIENCE?
Whole-of-Experience
What are they SAYING?
5 What...
© Piyush Gupta, 2018
Citizen service journey mapping
Journey map is a visual diagram to illuminate the holistic citizen experience, demonstrating the highs and lows, citizens feeling while interacting with your service
from thinking, planning to post delivery of service
Whole-of-Experience
Need to Setup
Service Research & Innovation Learning Lab
Invest in Citizen Insightsto give a WoW!! experience
Whole-of-Government
Whole-of-ExperienceCitizens
Citizens
https://services.india.gov.in
a single window access to services being provided by the various Central & State Government agencies
