Anyone working in or for government in the digital space should be aware of the wide range of standards, guidelines and methods such as Australia’s Digital Service Standard, UK’s Digital Service Standard and USA’s usability.gov and Web design standards. These standards and frameworks provide excellent resources for providing customer centric websites and systems. One of the common themes across these standards is the importance of having a multidisciplinary team including product managers, business analysts, user researchers, designers and technical roles. However, little is mentioned in these standards about how these multidisciplinary teams should actually work together. Having worked in or for government and many large organisations over 17 years I have learnt hard way about the importance of engaging stakeholders. In this article, I want to outline some of the methods we typically use to take stakeholders on the journey. This article is relevant for anyone working in large organisations as well as in or for government.
You’re probably all familiar with customer journey maps as a user research output and/or design tool. But their usefulness can also extend to the research process, especially when you are trying to understand user decision-making. That is, the journey map can be a useful visual tool for both participant and moderator in a one-on-one interview.
Journey maps can be used to map out users’ behaviour and delve into the beliefs, attitudes and emotions that underpin this behaviour. When coupled with some research techniques grounded in cognitive psychology, you have a very sound and rigorous approach to understanding your user’s decision-making.
As UX researchers, whether we are working on some early exploratory user research, or working on a quick and ‘lean’ usability testing project, due diligence in analysis is a necessary part of our trade. But have you ever experienced ‘paralysis by analysis’ or felt overwhelmed by the amount of data collected? You may have just spent a month conducting contextual enquiries with your user base, and now face the seemingly impossible task of pulling it all together. Or you may be working in an Agile / Lean UX environment and have just finished 4-6 test sessions and now need to quickly work out what the key insights are – due tomorrow. How do you get a handle on all this information and distil it into some meaningful insights?
For those who want to foray into the field of User experience (UX) design, it should be noted that the elements of UX that you learn at university are very different to real life experiences in the industry.
UX design is often integrated into undergraduate university courses - not a course in itself, but you can major in UX design if you opt for a Bachelors in Information Technology and want to escape the lifetime of coding that looms ahead. However, if making the digital experience easier for people to use sounds like something you want to devote a large chunk of your life to, then reading this article may help you become UX design industry-ready.
The main issues which had a dramatic effect on data quality and the user experience of the 2016 Australian census were largely related to the design of the delivery and distribution process, offline support and technical issues but we can still learn a lot from the #censusfail both in terms of process and UX design.
How the Soviet Unions military training from the 1930's (aka The Soviet bomb dog story) is informing usability testing and research in 2016.
Sign up for our online newsletter with usability tips and the latest in user-centred design.