Digital Inclusion in the Public Sector

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When your user base is huge and diverse, how do you make sure everyone is included in a user centric approach? Kev Murray of Valtech demonstrates how we do it.

Logiciels

The vulnerable
@Kev_C_Murray @Valtech @imranyounis

Insights and actionable
takeaways
@Kev_C_Murray @Valtech @imranyounis

Typical service
Costly, requirements upfront,
adhering to legal and policy
When launched,
unhappy and angry customers
# "
@Kev_C_Murray @Valtech @imranyounis

Agile
User Experience
(UX)
@Kev_C_Murray @Valtech @imranyounis

Agile and Lean UX
DESIGN
TEST
ITERATE
User needs
Typically a 2 week Sprint
DESIGN
TEST
ITERATE
User needs
Identify assumptions about your customers and
create hypotheses - learn quick, learn fast!
Live service
DON’T STOP!
DESIGN
TEST
ITERATE
User needs
@Kev_C_Murray @Valtech @imranyounis

Guerrilla Research
G.O.O.B.
Pop-up testing
(Webcam)
Lab-based user
research
@Kev_C_Murray @ValtechUK @imranyounis

Let’s do a little
experiment
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
Communicate in a simple way
that users understand
@Kev_C_Murray @Valtech @imranyounis

What is wrong with this form?
@Kev_C_Murray @imranyounis

Clue…
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
Questions should be questions,
statements should be statements
@Kev_C_Murray @Valtech @imranyounis

What’s missing?
@Kev_C_Murray @imranyounis

Actionable takeaway…
Avoid cognitive barriers,
which will result in
potential abandonment
@Kev_C_Murray @Valtech @imranyounis

User research techniques
@Kev_C_Murray @imranyounis

Actionable takeaway…
When screening your users, ask
about device preferences
@Kev_C_Murray @Valtech @imranyounis

How to conduct user research
When conducting user research
have a skilled facilitator and
observer (anyone in the team)
@Kev_C_Murray @Valtech @imranyounis

Customer insights
@Kev_C_Murray @imranyounis

Affinity Sorting
@Kev_C_Murray @Valtech @imranyounis

Gathering insights
Sharpie and post-its
Observations
!
Things you observed
during the user
research
Themes
!
- People who were…
- Some people…
- Assumptions…
Actions
!
- Investigate
- Design challenge
- Iterate on…
- Implement…
- Hypotheses…
@Kev_C_Murray @imranyounis

Actionable takeaway…
Anyone can help.
Did your hypotheses work?
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
Turns user research into user
stories
@Kev_C_Murray @Valtech @imranyounis

Playback to the business
@Kev_C_Murray @Valtech @imranyounis

Playback to developers
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
Being transparent
Appropriate level of detail
@Kev_C_Murray @Valtech @imranyounis

Standards
@Kev_C_Murray @Valtech @imranyounis

Accessibility
STANDARD
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
WCAG 2.0 (Level AA)
WAI-ARIA - more accessible for people
Wave / ChromeVox Extensions
@Kev_C_Murray @Valtech @imranyounis

Responsive Design
STANDARD
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
Mobile-first
Progressive enhancement
Bake in from the outset
@Kev_C_Murray @Valtech @imranyounis

Bring your own device
Cheap user testing
Multi device coverage
Generate wider involvement
@Kev_C_Murray @Valtech @imranyounis

Externalise Text
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
Minimal impact
Definition of done
@Kev_C_Murray @Valtech @imranyounis

Cost per transaction down
Customer Service
Agents
Call centres
Paper forms
Digital service
@Kev_C_Murray @Valtech @imranyounis

Vulnerable groups
@Kev_C_Murray @Valtech @imranyounis

Health and Safety Executive
Asbestos App
4,500 deaths in
the UK each year
@Kev_C_Murray @Valtech @imranyounis

Customer journey mapping
Customer
Trade
Counter
Asbestos
Tool
On site@
Property
Launch
Tool
• Recky
• Estimating
• Quotes
• Use the tool here
• Free Kit advice
• Trust
• Trade counter
knowledge
• Point of Sale
• QR code
• HSE website
• Trade partner website
• SMS
• URL
• Age of property
• Room Location
• Material
• Task
• Disturbance
• Prep
• Lower risk of
contamination
• Recommendation
• Call
• Online
• Buy materials
• Conversations
• Talk to other tradesmen
• Kit redemption
• Refer to mask specialists
• Licensed /
• non licensed
@Kev_C_Murray @Valtech @imranyounis

MVP - Mobile-first approach
@Kev_C_Murray @Valtech @imranyounis

Misguided information
“Only 6th
floor and
above”
“Only find it
outside”
“in the
Jewish
houses”
“Houses
more than
100 years
old”
@Kev_C_Murray @Valtech @imranyounis

Customer Journey
@Kev_C_Murray @Valtech @imranyounis

Change in behaviour
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
Internal cultural change
Change in user behaviour
Cost effective
@Kev_C_Murray @Valtech @imranyounis

DeDsWigPn i-n Sgt watieth P eemnspioatnhy
@Kev_C_Murray @Valtech @imranyounis

Actionable takeaway…
Empathetic, not Sympathetic
Understand customer journey
@Kev_C_Murray @Valtech @imranyounis

Carer’s Allowance Claim Form
330 Total questions 67 Total pages
Carer’s Allowance Beta

DWLiPst -eCna rteor u’ss Aerl lnoeweadnsce
@Kev_C_Murray @Valtech @imranyounis

Carer’s Allowance Claim Optimisation
256
Total questions
removed 330
optimised by 22%
-18 optimised by 27%
Total questions
post MVP -74
Total questions
(sprint zero)
Total pages
removed 49
Total pages
Total pages
67
(sprint zero)
(Post MVP) Carer’s Allowance Beta
After 4 sprints

Carer’s Allowance Claim Optimisation
195
Total questions
removed 330
optimised by 41%
-28 optimised by 42%
Total questions
post MVP -135
Total questions
(sprint zero)
Total question
groups removed 39
Total question groups
Total question groups
67
(sprint zero)
(Post MVP) Carer’s Allowance Beta
Beta go live

Actionable takeaway…
Challenge policy
@Kev_C_Murray @Valtech @imranyounis

Questions?
@Kev_C_Murray @Valtech @imranyounis

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Digital Inclusion in the Public Sector

1. Digital Inclusion ! valtech valtech-

2. The vulnerable @Kev_C_Murray @Valtech @imranyounis

3. Insights and actionable takeaways @Kev_C_Murray @Valtech @imranyounis

4. Let’s focus on problems, not features

5. When User Feedback is too late

6. Typical service Costly, requirements upfront, adhering to legal and policy When launched, unhappy and angry customers # " @Kev_C_Murray @Valtech @imranyounis

7. Agile User Experience (UX) @Kev_C_Murray @Valtech @imranyounis

8. Agile and Lean UX DESIGN TEST ITERATE User needs Typically a 2 week Sprint DESIGN TEST ITERATE User needs Identify assumptions about your customers and create hypotheses - learn quick, learn fast! Live service DON’T STOP! DESIGN TEST ITERATE User needs @Kev_C_Murray @Valtech @imranyounis

9. Guerrilla Research G.O.O.B. Pop-up testing (Webcam) Lab-based user research @Kev_C_Murray @ValtechUK @imranyounis

10. Let’s do a little experiment @Kev_C_Murray @Valtech @imranyounis

11. What is the user struggling with?

12. Clue…… @Kev_C_Murray @imranyounis

13. @Kev_C_Murray @imranyounis

14. Actionable takeaway… Communicate in a simple way that users understand @Kev_C_Murray @Valtech @imranyounis

15. What is wrong with this form? @Kev_C_Murray @imranyounis

16. Clue… @Kev_C_Murray @Valtech @imranyounis

17. @Kev_C_Murray @imranyounis

18. Actionable takeaway… Questions should be questions, statements should be statements @Kev_C_Murray @Valtech @imranyounis

19. What’s missing? @Kev_C_Murray @imranyounis

20. Clue… @Kev_C_Murray @Valtech @imranyounis

21. @Kev_C_Murray @imranyounis

22. Actionable takeaway… Avoid cognitive barriers, which will result in potential abandonment @Kev_C_Murray @Valtech @imranyounis

23. User research techniques @Kev_C_Murray @imranyounis

24. Actionable takeaway… When screening your users, ask about device preferences @Kev_C_Murray @Valtech @imranyounis

25. How to conduct user research When conducting user research have a skilled facilitator and observer (anyone in the team) @Kev_C_Murray @Valtech @imranyounis

26. Customer insights @Kev_C_Murray @imranyounis

27. Affinity Sorting @Kev_C_Murray @Valtech @imranyounis

28. Gathering insights Sharpie and post-its Observations ! Things you observed during the user research Themes ! - People who were… - Some people… - Assumptions… Actions ! - Investigate - Design challenge - Iterate on… - Implement… - Hypotheses… @Kev_C_Murray @imranyounis

29. Actionable takeaway… Anyone can help. Did your hypotheses work? @Kev_C_Murray @Valtech @imranyounis

30. Actionable takeaway… Turns user research into user stories @Kev_C_Murray @Valtech @imranyounis

31. Playback to the business @Kev_C_Murray @Valtech @imranyounis

32. Playback to developers @Kev_C_Murray @Valtech @imranyounis

33. Actionable takeaway… Being transparent Appropriate level of detail @Kev_C_Murray @Valtech @imranyounis

34. Standards @Kev_C_Murray @Valtech @imranyounis

35. Accessibility STANDARD @Kev_C_Murray @Valtech @imranyounis

36. @Kev_C_Murray @Valtech @imranyounis

37. Actionable takeaway… WCAG 2.0 (Level AA) WAI-ARIA - more accessible for people Wave / ChromeVox Extensions @Kev_C_Murray @Valtech @imranyounis

38. Responsive Design STANDARD @Kev_C_Murray @Valtech @imranyounis

39. Actionable takeaway… Mobile-first Progressive enhancement Bake in from the outset @Kev_C_Murray @Valtech @imranyounis

40. Bring your own device Cheap user testing Multi device coverage Generate wider involvement @Kev_C_Murray @Valtech @imranyounis

41. Externalise Text @Kev_C_Murray @Valtech @imranyounis

42. Actionable takeaway… Minimal impact Definition of done @Kev_C_Murray @Valtech @imranyounis

43. Cost per transaction down Customer Service Agents Call centres Paper forms Digital service @Kev_C_Murray @Valtech @imranyounis

44. Vulnerable groups @Kev_C_Murray @Valtech @imranyounis

45. @Kev_C_Murray @Valtech @imranyounis

46. Health and Safety Executive Asbestos App 4,500 deaths in the UK each year @Kev_C_Murray @Valtech @imranyounis

47.

48. Customer journey mapping Customer Trade Counter Asbestos Tool On site@ Property Launch Tool • Recky • Estimating • Quotes • Use the tool here • Free Kit advice • Trust • Trade counter knowledge • Point of Sale • QR code • HSE website • Trade partner website • SMS • URL • Age of property • Room Location • Material • Task • Disturbance • Prep • Lower risk of contamination • Recommendation • Call • Online • Buy materials • Conversations • Talk to other tradesmen • Kit redemption • Refer to mask specialists • Licensed / • non licensed @Kev_C_Murray @Valtech @imranyounis

49. MVP - Mobile-first approach @Kev_C_Murray @Valtech @imranyounis

50. Misguided information “Only 6th floor and above” “Only find it outside” “in the Jewish houses” “Houses more than 100 years old” @Kev_C_Murray @Valtech @imranyounis

51. Customer Journey @Kev_C_Murray @Valtech @imranyounis

52. Change in behaviour @Kev_C_Murray @Valtech @imranyounis

53. Actionable takeaway… Internal cultural change Change in user behaviour Cost effective @Kev_C_Murray @Valtech @imranyounis

54. DeDsWigPn i-n Sgt watieth P eemnspioatnhy @Kev_C_Murray @Valtech @imranyounis

55. Actionable takeaway… Empathetic, not Sympathetic Understand customer journey @Kev_C_Murray @Valtech @imranyounis

56. Carer’s Allowance Claim Form 330 Total questions 67 Total pages Carer’s Allowance Beta

57. DWLiPst -eCna rteor u’ss Aerl lnoeweadnsce @Kev_C_Murray @Valtech @imranyounis

58. Carer’s Allowance Claim Optimisation 256 Total questions removed 330 optimised by 22% -18 optimised by 27% Total questions post MVP -74 Total questions (sprint zero) Total pages removed 49 Total pages Total pages 67 (sprint zero) (Post MVP) Carer’s Allowance Beta After 4 sprints

59. Carer’s Allowance Claim Optimisation 195 Total questions removed 330 optimised by 41% -28 optimised by 42% Total questions post MVP -135 Total questions (sprint zero) Total question groups removed 39 Total question groups Total question groups 67 (sprint zero) (Post MVP) Carer’s Allowance Beta Beta go live

60. Actionable takeaway… Challenge policy @Kev_C_Murray @Valtech @imranyounis

61. Questions? @Kev_C_Murray @Valtech @imranyounis

Digital Inclusion in the Public Sector

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