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