We all experience emotional, financial or physical vulnerability at different times in our lives. This post explores the implications for government service design if we consider vulnerability on a spectrum from situational to permanent, rather than treating it as binary. Continue reading Designing for vulnerability
Guest author: Corinne Cordes
This post describes the Wellington bias in usability testing and why it’s important to have a geographically representative testing community. Continue reading User testing: the Wellington bias
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
In 2012, Result 10 created a set of eight personas that you can see in the back of the Blueprint. These were created after a series of in-depth interviews with users of government services are represent the types of customers we have in government.
The problem we faced when socialising these personas was that people often confused them with segments, deducting that eight personas meant each persona represented 12.5% of the population, which was not the case.
The segments instead give public servants and designers a better idea of who will be using their services and who to design for. Continue reading Result 10: Creating customer segments
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
In 2013 we kicked off a research project with two main streams that ran parallel to each other. The first was a qualitative study to better understand four life events: beginning tertiary study, becoming a parent, retiring or immigrating to New Zealand. The second was a quantitative study of 1,500 New Zealand residents asking questions such as how many services respondents used per year, their experience of pain points and behavioural and attitudinal questions for a segmentation. Continue reading Our customer research
How do we get government to communicate in plain English? There are a number of reasons why we should be using more simple language, and also a number of challenges we face to achieve this. We will be having a plain English workshop on 9 December. The intention is to hear from colleagues about how they have ensured their content is in plain English and discuss how to make plain English a higher priority for government. Continue reading Getting government to use plain English
How do you assist customers to transact digitally, and provide alternatives for those who can’t? That’s the question posed by Action 1 in Result 10’s Blueprint and the question we found ourselves trying to answer on at the Assisted Digital Summit on June 24. We needed a way to convert our vast scope into prototypes we could develop into feasible pilots. We got that and more. Continue reading Assisting the Assisted Digital Summit