nz government services under the ux microscope
DESCRIPTION
Optimal Experience takes a look at NZ government services and shares some insights as the government works towards Result 10.TRANSCRIPT
Government Services under the UX Microscope
Darrin Hodgetts
HelloHello
Hello250+clients
1000+projects
Who can use it?
Observed
user
experience?
Mobile design
principles?
What can users do?
How do
existing
users rate it?
250,000
2012 29% didn’t use govt sites
2012 82% Overall usage
2009 36% didn’t use govt sites
78%had no reason
Moooooo
Service 20-29 30-39 40-49 50-59 OverallPay for Vehicle
License 5 1 1 2 1Renew Adult
Passport 1 3 9 6 2Renew Drivers
License 3 2 5 1 3Complete Census 4 4 4 8 4Report purchase/selling of a car 7 2 7 5Change vehicle
ownership 5 7 3 6Get vehicle history 9 6 7
Pay a fine 4 8Apply for a visa 2 10 10 9
Pay city council fees 8 3 9 10SmartGate D/A
Book a DOC hut
Apply for IRD #
File individual tax return 8
Pay individual taxes 6Apply for financial
aidCheck my education
history 6File charitable
donations refund 7File and return tenancy bonds 8
Vote 10 4Get LIM information 9Report a civic fault 10 5
Pay for Vehicle License
Renew Adult Passport
Renew Drivers License
Complete Census
Report purchase/selling of a car
Change vehicle ownership
Get vehicle history
Pay an infringement
Apply for a visa
Pay city council fees
Book a Hut
I know of it and have an accountI have heard of it, but never used itI have never hear of it
Observed
user
experience?
Design Principles
Are they the right
services?
Accessibility
Standards
Who can use it?
Renew a Vehicle Registration/Licence
SUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
Renew a Vehicle Registration/Licence
37.5% 77.63%
100%
64%
Passport Renewal SUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
67%
70%
100%
62.5%
Book a DOC Hut SUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
35%
64%
0%
75%
RealMe SUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
60%
65%
?
37.5%
Pay an Infringement SUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
73%
80%
100%
37.5%
That can’t be it, can it?
There’s a Surprise
Hate
Frus
tratio
n
Sham
e
Guilt
Regret
Disgu
st
Ange
r
Con
tempt
Disap
pointm
ent
Emba
rrassmen
t
Fear
Sadn
ess
Nervo
us
Indiffe
rent
Pride
Con
tentmen
t
Relief
Com
passion
Interest
Admira
tion
Amus
emen
t
Joy
Love
Plea
sure
Hate
Frus
tratio
n
Sham
e
Guilt
Regret
Disgu
st
Ange
r
Con
tempt
Disap
pointm
ent
Emba
rrassmen
t
Fear
Sadn
ess
Nervo
us
Indiffe
rent
Pride
Con
tentmen
t
Relief
Com
passion
Interest
Admira
tion
Amus
emen
t
Joy
Love
Plea
sure
PassportSUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
Hate
Frus
tratio
n
Sham
e
Guilt
Regret
Disgu
st
Ange
r
Con
tempt
Disap
pointm
ent
Emba
rrassmen
t
Fear
Sadn
ess
Nervo
us
Indiffe
rent
Pride
Con
tentmen
t
Relief
Com
passion
Interest
Admira
tion
Amus
emen
t
Joy
Love
Plea
sure
RealMeSUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
Hate
Frus
tratio
n
Sham
e
Guilt
Regret
Disgu
st
Ange
r
Con
tempt
Disap
pointm
ent
Emba
rrassmen
t
Fear
Sadn
ess
Nervo
us
Indiffe
rent
Pride
Con
tentmen
t
Relief
Com
passion
Interest
Admira
tion
Amus
emen
t
Joy
Love
Plea
sure
Book a HutSUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
Hate
Frus
tratio
n
Sham
e
Guilt
Regret
Disgu
st
Ange
r
Con
tempt
Disap
pointm
ent
Emba
rrassmen
t
Fear
Sadn
ess
Nervo
us
Indiffe
rent
Pride
Con
tentmen
t
Relief
Com
passion
Interest
Admira
tion
Amus
emen
t
Joy
Love
Plea
sure
Vehicle LicenseSUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
Hate
Frus
tratio
n
Sham
e
Guilt
Regret
Disgu
st
Ange
r
Con
tempt
Disap
pointm
ent
Emba
rrassmen
t
Fear
Sadn
ess
Nervo
us
Indiffe
rent
Pride
Con
tentmen
t
Relief
Com
passion
Interest
Admira
tion
Amus
emen
t
Joy
Love
Plea
sure
InfringementSUS#Scores#
IXD#
Service#Desireability#Accessibility#
Responsive#
Service'''
Provider'
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Provider'
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Provider'
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Provider'Service'
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Provider'1 Service
= 1 Provider Touchpoint
Questions