Government does not have to be inefficient and unpleasant to deal with - especially in a democracy where we are seeing a more concerted effort to help define best practices in user experience for government agencies. So what is the ideal design to offer citizens a touch point with government agencies which builds trust, transparency and loyalty? In a recent article published by UX Magazine, these complex questions were explored - in search of techniques that might be employed by Gov2.0 supporters, to inspire positive alternatives in typically change-resistant environments.
User experience (UX) is defined as a person's perception and response that results from the use or anticipated use of a product, system or service. Many factors can influence a user's experience with a system, or ‘agency, such as government. To address the variety, factors influencing user experience have been classified into three main categories:
UX Magazine’s Cyd Harrell explores design principles for government and how Gov20 couild use personas to design for their specific use cases? What techniques could be employed to inspire change in highly complex, change-resistant environments? Above all, what should the user experience be and how can we define best practices for government agencies that aren’t likely to hire a UX practitioner anytime soon?
Harrel proposes that communicating with government can be quite efficient and even a pleasant experience, if Gov2.0 leaders take advantage of the opportunity to create an influential vocabulary for citizen experiences in technologically mediated interactions. As a starting point for discussion, she outlines her design values for public experiences:
Respect
A citizen is part owner in a democracy, but at the same time governments are monopolies and citizens can’t just take their business elsewhere if they don’t like the service. Recognizing this, the interface must respect the citizen’s dignity and time.
Participation
The interface must invite full participation and never present barriers to entry. This includes the way language is being used, which should be as clear and straightforward as possible.
Unity
The interface should behave as if the government and its citizens, are on the same side and working toward common goals, even though citizens may disagree politically.
See which agencies are currently utilizing UX and examples of how its working;
read full article >>
[This post was inspired by UX Magazine]
Chris Haller heads up Urban Interactive Studio (UIS), a technology consulting firm specializing in web and mobile solutions for urban planning agencies and firms. He's the founder of EngagingCities.com where he helps urban planners understand and use the Internet and gives practical advice.
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