Introducing ‘Consolidating Customer-Centric Government Information’ (C3GI): the Govt.nz team and partner agencies will collaborate to develop customer-centric content for older people and the ‘Birth of a Child’ life event, and use analytics and other data sources to identify and recommend further improvements to user journeys across agency sites. Continue reading Consolidating customer-centric government information
Tag: result 10
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
The New Zealand government was represented at the Open Source // Open Society conference, and we had an opportunity to be a part of the open source community and hear their ideas about what we could improve to become more open. Here are a few thoughts. Continue reading On open source and open government
Digital by default: it’s part of the Blueprint’s vision for how we deliver services to customers. It’s also become a bit of a mantra for how we do things — or really, how we want to do things — in the Digital Transformation team. So how are we going with that? When first we published the Blueprint (PDF, 5.8MB) in May … Continue reading Result 10: Digital by default — making the Blueprint accessible
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
I’ve been able to increase online uptake by designing content for our users. Continue reading User focussed content equals good business
As part of the Web Consolidation Strategic Assessment work, we’ve been looking at the government web domain and doing some analysis and categorisation. This work is part of our current state analysis, and it helps us understand the existing landscape better. Continue reading The size and shape of government web
As we consider web consolidation, we’re focusing on customers’ needs and what information they require about services. Consolidation won’t necessarily mean having one giant website, but it will probably mean having fewer than the approximately 550 websites the New Zealand Government has at last count. Continue reading Web consolidation strategic assessment