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Result 10: In our customer research we discovered that the more interactions people had with government, the more pain points they were likely to have experienced. That is a call for all of us in government to find new ways to make it better. Continue reading Result 10: Measuring pain points in customer research
User journey mapping is a great technique for understanding the customer experience of events. We organised workshops with people undertaking one of the four life events through intermediaries, such as universities, parenting support services, and community groups. We introduced ourselves, explained to participants we would like them to map their experience, handed over butchers’ paper, pens and a few stickers and left them to it. Continue reading Mapping the user journey
I’ve been able to increase online uptake by designing content for our users. Continue reading User focussed content equals good business
Since returning from my secondment to the Govt.nz project, I’ve been using what I learned to improve search engine optimisation (SEO) on the Work and Income website. Continue reading Helping users find what they’re looking for
Third and final usability testing of beta.govt.nz has been completed with the team celebrating successful results, in particular around user centred content. We’ve already fixed a number of issues raised and working on a few more – aiming for continual improvement of our user experience. Continue reading User testing beta.govt.nz — an optimal experience
Thursday 27 February saw the first meeting of the Govt.nz peer advisory group. This group has been set up to discuss how we can improve the Govt.nz site and what type of future operating model we should develop. Continue reading It’s not just users that we’re listening to
Get Involved, We Need Your Input Here’s your chance to get a sneak peek at the designs for the govt.nz beta site. If you’ve got 5 to 10 minutes to spare, take a look at the preview and tell us what you think. Your feedback will help us improve the beta site. When the beta goes live, it won’t be … Continue reading The govt.nz Beta User Experience
In the last week, the Lab+ team has rapidly undergone storming and forming, creating a purposefully diverse group of design, architect/technical, content, domain experience, engagement and user researchers. Continue reading Lab+: storming and forming
When Govt.nz launched in July this year we’d already completed several rounds of user research. The design of the site and the layout of the homepage had changed a lot since we launched the first beta version the previous year. After several months, we started to see some interesting patterns in our website analytics. From this data it looks like there’s a group of users we’re not helping. We decided to run some A/B tests. Continue reading A/B/C/D/Evolving the Govt.nz homepage design
Lab+ is creating an integrated service through the lens of a life event; it’s integrated discovery that’s user-centred and collaborative. Continue reading Lab+: Discovering, Measuring, Learning