lightening talk govt.nz

Designing Govt.nz Anna BrownDirector, Open LabSenior Lecturer, College of Creative ArtsMassey UniversityNew Zealand

@AnnaEBrown

Govt.nz Revision &Re-design

Te Kāwanatanga o Aotearoa

Laura Prescott Meg Howie & Finlay Brazier

Getting to knowgovernment

Making it easy for people to find, access and use government information online

Where to start?

Content vs. AestheticSearch vs. BrowseKiwi vs. NZ government

Tensions

Google - 1 minuteGovt.nz - 5 minutes

Number of Clicks: 16Time: 5:00

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Govt.nz

Google

What’s working?— Language was easy to read— Plenty of white space— Responsive/reactive design

What’s not— Too many clicks to get anywhere (too many site levels)— Confusing categories— Lots of padding in the content— Unclear what was on the site (link directory or written guide)— ‘I feel like I’m going to get spammed’ (lacks authority)— ‘Plain and boring’— Unclear hierarchy and site levels

Investigating

Where can we add value?

User centered, inclusive, iterative design

Purpose

Link portal Search Directory Content Shift Consistent Govt.nz Style Across Agencies

All Inclusive Govt.nz

Future plan

→

Current website New govt.nz aims

Site restructure Current

Home

Directory

Hub

Topic

Info

Sear

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Popu

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Popu

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External Links

Site restructure Current

Home

Directory

Hub

Topic

Info

Sear

ch R

esul

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Popu

lar P

ages

Popu

lar P

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External Links

Proposed

Home

Hub

Info Page / Guides

Sear

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Popu

lar P

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External Links

Kia ora, govt.nz is your guide to finding and using government services

Search govt.nz

English

Births, deaths & marriages

Citizenship, visas & immigration

Births, children and parenting

Death and bereavement

Marriages and civil unions

Divorce and separations

Name changes

NZ citizenship

Working in NZ

Studying in NZ

Living in NZ

Community, arts & outdoors

Consumer rights Parks, trails and campgrounds

Funding and grants

Fishing and hunting

Volunteering

Consumer disputes and complaints

Product safety

Scams and fraud

Driving & transportCrime, law & justice Police

Noise and neighbourhood issues

Legal rights

Victims of crime

Courts and jury service

Paying fines

Prison and sentencing

Domestic violence

Vehicle safety and inspections

Vehicle registration, road user charges

Driver licences

Roads and traffic information

Buy or sell a vehicle

Road rules, driving fines and penalties

HealthNatural resources and conservation

Time and tides

Child health

Health services

Long-term illness and disability

Environment & climate

History and genealogy

Māori history and culture

War and conflict

Renting, sharing a flat or boarding

Buy or sell a home

Renovating and building

Emergency housing

History, culture & heritage

Housing & property

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Internet access

Online security

TV, radio & advertising

RealMe

Tax, tax credits and refunds

Financial help, benefits and ACC payments

Savings, investments and banks

Loans, debt and bankruptcy

Pensions and retirement planning

Internet, media & communications

Money, benefits & tax

Voting and elections

Accessing official information

Complain about a government department

Parliament

Passports

Before you go overseas

Customs and border security

Move and live in Australia

Visit NZ on holiday

Parliament & politics Passports, travel, & tourism

Childcare and preschool education

Schools and colleges

Special education needs

Student finance and loans

Universities, polytechs and apprenticeships

Education & training Emergencies & disasters

Messages and warnings

Civil defence


Site levels

Home


Search govt.nz

English







Name changes

NZ citizenship

Working in NZ

Studying in NZ

Living in NZ



Funding and grants

Fishing and hunting

Volunteering


Product safety

Scams and fraud



Legal rights

Victims of crime


Paying fines


Domestic violence



Driver licences





Time and tides

Child health

Health services





War and conflict


Buy or sell a home


Emergency housing


Housing & property

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Internet access

Online security


RealMe











Parliament

Passports




Visit NZ on holiday









Civil defence


Search govt.nz

English


Home / Driving & transport

Driving & transport

Vehicle safety & inspections

Warrant of fitness (WOF) or certificate of fitness

Modifying a vehicle

Vehicle registration & road user charges

Register a new car or truck

Vehicle licensing

Road user charges

Roads & traffic information

Northern gateway toll road

Tauranga route k

Traffic information

Driver licences

Get a car licence

Change name on licence

Replace a licence

Renew a licence

Convert your overseas licence


Buying a used car

Selling a car

Disputes over buying or selling a car

Road rules, driving fines & penalties

Alcohol interlocks

Fines, penalties and losing your licence

Contacts

On this page

Vehicle safety & inpsections


Driver licences




0800 822 [email protected]

Site levels

Home Hub


Search govt.nz

English







Name changes

NZ citizenship

Working in NZ

Studying in NZ

Living in NZ



Funding and grants

Fishing and hunting

Volunteering


Product safety

Scams and fraud



Legal rights

Victims of crime


Paying fines


Domestic violence



Driver licences





Time and tides

Child health

Health services





War and conflict


Buy or sell a home


Emergency housing


Housing & property

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Internet access

Online security


RealMe











Parliament

Passports




Visit NZ on holiday









Civil defence


Search govt.nz

English



Driving & transport



Modifying a vehicle



Vehicle licensing

Road user charges



Tauranga route k

Traffic information

Driver licences

Get a car licence


Replace a licence

Renew a licence



Buying a used car

Selling a car



Alcohol interlocks


Contacts

On this page



Driver licences





Search govt.nz

English



Home / Driving & transport / Replace a licence

Replace a licence

Contacts

Driving & Transport



More...

Related links

Replace your licence from overseas

Renew driver licence

Overview

If you lose your licence or it’s been stolen, replace it as soon as you can — you can be fined for driving without it.

What you need to know

Eligibility• Have already owned a licence• Previous licence is lost or stolen

What you’ll need• An original document for ID • An original document with your name and address

What it costs$38.20

123

If your licence is lost or stolen, call NZTA on 0800 822 422 to cancel it

Fill out a replacement licence application [PDF, 4.3 MB]

Take application and proof of identity to an NZTA licensing agent

Site levels

Home Hub Info

What govt.nz should look like

Visual aesthetic


Typographic system Current vs New


(Baskerville typeface)

Search resultsGovt.nzIf you’ve been evacuated

Information

Civil defence

Popular

On this page

Consumer rights

Find out more about disasters

When a civil defence emergency happens

Ministry of Civil Defence

Home >>

DrivingKia ora

Learners

Overview

To get your learner’s

Get a car licence

0800 456 3333

Renew a licence


(Baskerville typeface) (Fira Sans typeface)

Search resultsGovt.nzIf you’ve been evacuated

Information

Civil defence

Popular

On this page

Consumer rights

Find out more about disasters

When a civil defence emergency happens

Ministry of Civil Defence

Home >>


Search govt.nz

English


What do users think?

What we wanted to know

— Is everything where people expect it to be?— Does everything behave how people expect it to?— Can people find specific information quickly?— Can people tell where they are on the site?— In which scenarios would they find the site the most useful?— Does it feel like: NZ, authority, Government, helpful?

Feedback collected from the Arlington Apartments & Smart Newtown computer hubs on 10th & 11th December, 2014

User test findings

‘It’s nice - it looks very kiwi’

‘You just scroll down and it’s all there...exactly what I was looking for’

‘Effiicent, warm, easy’

First impressions:


User feedback

‘Jeanette has a good kiwi accent, has worked here for years and she knows everything.’

‘Someone from Work and Income, friendly and you trust what they have to say.’

If govt.nz was a person they would be:


User feedback

If govt.nz was a person they would be:

‘A cool person - doesn’t matter if they’re male or female. They have a sense of humour’

Listening to our audience

Designing for low litearcy

— Lower literacy users make up 40% of New Zealand’s working population— They read line by line, they do not scan web pages— They have a narrow field of focus and their concentration is broken by scrolling

Statistics and information found at: How Users Read on the Web. & Lower-Literacy Users: Writing for a Broad Consumer Audience. Nielsen Norman Group. / Workers with low literacyor numeracy skills, Department of Labour.

Hub page

Refinement of page layouts

Search govt.nz

English



Driving & transport



Modifying a vehicle



Vehicle licensing

Road user charges



Tauranga route k

Traffic information

Driver licences

Get a car licence


Replace a licence

Renew a licence



Buying a used car

Selling a car



Alcohol interlocks


Contacts

On this page



Driver licences





Hub page Refined



Info/guide


Info/guide Refined

Search govt.nz

English



Home / Driving & transport / Replace a licence

Replace a licence

Contacts

Driving & Transport



More...

Related links

Replace your licence from overseas

Renew driver licence

Overview

If you lose your licence or it’s been stolen, replace it as soon as you can — you can be fined for driving without it.

What you need to know

Eligibility• Have already owned a licence• Previous licence is lost or stolen

What you’ll need• An original document for ID • An original document with your name and address

What it costs$38.20

123

If your licence is lost or stolen, call NZTA on 0800 822 422 to cancel it

Fill out a replacement licence application [PDF, 4.3 MB]

Take application and proof of identity to an NZTA licensing agent

Designing for scalability

Across devices

Ultrabook screen size 1366 x 768 px Mobile screen size 480 x 320 px

Desktop screen size 1920 x 1080 px

Mobile website

The new Govt.nz

From directory to guidance

Govt.nz

Learnings from govt.nz — be open to a pilot— be open to students and young people— iterate quick and fast— be open to partnerships with tertiary institutes— find spaces / places to take risks in— benchmarking useful, but not cookie cutter— cultural nuances— dual language (pros and cons)— vernacular (Kia ora)— the value of images— build capabilty in the pipeline with Government

[email protected]

lightening talk govt.nz

Design

site link directory

nz community

nz government tensions

government services

government information

changes nz citizenship

home renovating

emergency housing history