1. The UX of Gov 2.0Kate Walser kate@cxinsights.com (571) 281-2626November 30, 2011

2. Citizen as Partner 3. Transparency Accountability & data 4. Improved servicesReporting & tracking 5. InnovationProblems & solutions 6. CollaborationDiscussion & feedback 7. Not Just in the US Iceland http://stjornlagarad.is/ 8. Iceland http://stjornlagarad.is/ 9. UK http://www.patientopinion.org.uk/ 10. Opportunities 11. Understanding 12. Death & Taxes, by Jess Bachmanhttp://deathandtaxesposter.com/ 13. Expectations 14. Identity.gov / .org / .com 15. Identity.gov / .org / .com 16. Value17 17. WorkflowMany tasks, Many bosses, Limited resources 18. ToolsSupporting Actor - Design, Context, Plan 19. Understanding UsersWho they are, Where they are, How they access gov 20. UX Factors 21 21. UX HoneycombFacets of the User Experience (P. Morville)http://semanticstudios.com/publications/semantics/000029.php 22. 5 Es to Understand UsersUsing the 5Es to Understand Users (W. Quesenbery)http://wqusability.com/articles/getting-started.html 23. A Path 1. Accessible time, place 2. Outreach, invitation 3. Plain language, data 4. Supporting features 5. Expectations, feedbackMore discussion: Gov 2.0 chapter, in Usability and UX of Government SystemsK. Walser; Edited by E. Buie, D. Murray (May 2012) 24. - What do we want - What about users - What do we do withpeople to do? without internet?the ideas?- What would make - Mobile?- What feedback dothem act? - Reading required?we give them?- Wheres the sign? - Supporting features? - How / where do we- How many will see it? (e.g., demo, glossary, follow up?- English? Spanish? pictures)- Do we rewardArabic?people? 25. Examples 26 26. Budget by the PeopleSanta Cruz, CA (2009) 27. Clear, Simple Easy to learnCity of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media PresentationGov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA 28. Social Engaging, UsefulCity of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media PresentationGov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA 29. Closing the LoopFeedback*City of Santa Cruz Offers Blueprint for Solving CA Budget Crisis with Social Media PresentationGov 2.0 Conference, Peter Koht, Economic Development Coordinator for the City of Santa Cruz, CA 30. Challenge.govSponsored by GSA, Challenges by Many 31. Context, ExpectationsRules, Dates, Background Info 32. InstructionsShort text, Images 33. Gulf Oil Spill Mental HealthSAMHSA, Substance Abuse and Mental Health Services Administration 34. ChannelsPosters, Billboard 35. ChannelsTV, YouTubeUS Surgeon General Regina Benjamin, for HHSs Substance Abuse and Mental Health Services Administrationhttp://www.youtube.com/watch?v=V2lJcmDTqts&feature=player_embedded 36. ChannelsMobileMosio, SMS messaging 37. Exercise: DMV 2.038 38. 1. User outreach and involvement1. Where are users2. How can we reach them2. Context, background information citizens will need to participate3. How will we collect ideas, circle back on feedback1. Tools?2. Channels4. Form factors, design features1. Wow factors to get people excited, involved 39 39. Final Thoughts 40 40. ContactKate Walserkwalser@cxinsights.com@kwalser571.281.2626 (mobile) 41 41. References Usability and UX in Government Systems (May 2012!) Editors: E. Buie, D. Murray Chapter 3, Gov 2.0, K. Walser Open Government Partnership http://www.opengovpartnership.org/ City of Santa Cruz Offers Blueprint for Solving CA Budget Crisiswith Social Media Presentation (Sept 2009) http://www.gov2expo.com/gov2expo2009/public/schedule/detail/10344 42 42. Photo Credits Santa Cruz, CA: Waves crashing against the Santa Cruz shore, Don Deboldhttp://www.flickr.com/photos/ddebold/4788703177/ Angry Birds, Property of Rovio Fullerton DMV, Micah Sittighttp://www.flickr.com/photos/msittig/4426725799/ Tools I see a face, tanakawhohttp://www.flickr.com/photos/28481088@N00/669459153/43