1.
UX Methodology
Design
Public e-Services in Lithuania
Ramune Norkute,
Idea Code

2.
Information Society
Development Committee
Shaping Lithuania’s state policy in the development of
information and communications technologies
Creation of a modern information society

3.
Human factors
framework

4.
1 Year Ahead
Vacation is nice...

5.
6 Months Ahead
Diving?...

6.
6 Months Ahead
Mountains?...

7.
2 Weeks Ahead

8.
What Happened
Abstract,
big picture,
no specifics
Relaxed
Geek terms: Construal Level Theory
Close
Choices
Far away
Specific
plans,
details
Panic

9.
How is this relevant
to the public
sector UX?

10.
E-Service
Close
Far away
Functional
requirements
Complete
actions
to reach
a planned result
Actions
Abstract
requirements
(law),
general
discussions
???
Fully operational
e-service
Good
UX

11.
Issues with Functional
Requirements
Have no
idea what
users need
“Know”
what users
need
Has a
different
vision in
mind
Assumes
that people
read minds

12.
What happens then…
Far away
Abstract
requirements
(law),
general
discussions
Functional
requirements
Actions
Close
???
Completion of
specific
actions
to reach
a planned result
“This is not what
we meant”
Bad
UX

13.
Solutions?

14.
Need to
1. Make people communicate their ideas early
2. Realize the difference between yourself and the user
3. Get the users involved
4. Build a common vision
5. Translate common vision into specific actions when you are
far away from the deadline

15.
New
Sounds
magic
Agile
Too risky
Legal
issues

16.
Traditional

17.
UX Methodology

18.
Common Principles
1. User needs in the center
2. Regular user research and involvement
3. Design and development based on user resarch
findings
4. Regular measurement of user experience

19.
High level process
Define the
„good“
Implement Support
the „good“ the „good“

20.
Process in more detail
Define the
„good“
Implement the
„good“
Support the
„good“
Modernize
Idea
Design
Implement
Support
Liquidate

21.
Tools
 Stakeholder list
 Customer journey
 Target group description
 Service blueprint
 Persona description
 Business process diagrams
 Survey
 Wireframes
 User observation
 Sitemap
 User interview
 Interactive UI prototype
 Diary study
 Card sorting
 Focus group
 A/B testing
 Usability evaluation
 User interface guidelines
 Usability testing

22.
Idea
Modernize
Idea
Design
Implement
Support
Identify user needs, generate and explore e-service
ideas, which match those needs.
Stakeholder list
Target group
description
Survey
User observation
User interview or
diary study
Persona description
Customer journey
Liquidate

23.
Design
Modernize
Idea
Design
Implement
Support
Formulate specific e-service solution, which will be
implemented. Value to users. Clear components.
Service blueprint
(draft)
Business process
diagrams
Sitemap
Wireframes
Usability evaluation
Usability testing
Liquidate

24.
Implement
Modernize
Idea
Design
Implement
Support
Liquidate
Code, create, build, install, setup user centered e-service
solution components. Test-improve-launch.
Service blueprint
(draft)
Wireframes
User interface
guidelines
Business process
diagrams
Interactive UI
prototype
Usability evaluation
Usability testing

25.
Support
Modernize
Idea
Design
Implement
Support
Liquidate
Carry out support, solve problems, implement minor
changes. Monitor results.
Measurement system
Initial launch
targets
Rolling 5
year targets
after launch
•
•
•
•
People
Infrastructure
Communication
Processes

26.
Modernize
Modernize
Idea
Design
Implement
Support
Implement changes due to environment , technology,
process and other factors. Test-improve-launch.
Liquidate

27.
Liquidate
Modernize
Idea
Design
Implement
Support
Liquidate a no longer needed e-service. Inform users.
Ensure transition.
Liquidate

28.
Implementation

29.
Document pack
UX Methodology (Process+Tools)
Tool Use
Examples
Procurement
Guidelines
Training materials
Available at: http://epaslaugos.ideacode.lt/
Usability Problem
Solution Guide

30.
Timeline
Methodology
development
2013.03-09
Trainings
2013.10
Publication
2013.10-12
Formalization
2014

31.
Takeaways

32.
E-Service
Far away
Abstract
requirements
(law),
general
discussions
Functional
requirements
Actions
Close
???
Completion of
specific
actions
to reach
a planned result
“This is not what
we meant”
Bad
UX

33.
Before…
Spend more
on fixing bad
UX later
Spend less on
figuring out
what to do
early

34.
New Process and Tools
Define the
„good“
Implement Support
the „good“ the „good“

35.
Future value
Spend more
on figuring
out what to do
early
Spend less on
fixing bad UX
later

36.
Thank you
Methodology (in Lithuanian) available at: http://epaslaugos.ideacode.lt/