Integrating User-Centered Design into the Web Application Process
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1 Integrating User-Centered Design into the Web Application Process
2 Topics How we got here What we practice: User-Centered Design Our process An application story: Online tab renewal Outcomes Lessons learned Questions
3 How we got here Started with a 2-year project to redesign 13 publicfacing applications, reduce help. Realized our focus was better spent formalizing our process. Steering Committee shifted focus from redesigning apps to: Creating a process where all apps would be usercentered. Creating standards.
4 What we practice: UCD User-Centered Design (UCD) Involves users in all stages of design and development Iterative Empirical it s all about the data ISO : Usability: the extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use.
5 What we practice: UCD User-Centered Design Resources Books: Don t Make Me Think by Steve Krug Designing Web Usability by Jakob Nielsen Web Form Design: Filling in the Blanks by Luke Wroblewski Set Phasers on Stun: And Other True Tales of Design, Technology, and Human Error by S. M. Casey
6 Our redesign process 1. Meet with project team Project manager Developers Business area Designer/usability specialist
7 Our redesign process 1. Meet with project team 2. Usability research Best practice review Using proven standards Usability study if necessary
8 Our redesign process 1. Meet with project team 2. Usability research 3. Design Include the developers and business area Follow standards (design, interaction, wording, accessibility) Refer to research results Iterate, iterate, iterate
9 Our redesign process 1. Meet with project team 2. Usability research 3. Design 4. Plain Talk language Brief Clear Friendly tone Uses agency style guide & app standards Letting Go of the Words by Ginny Redish
10 Our redesign process 1. Meet with project team 2. Usability research 3. Design 4. Plain Talk language 5. Everyone signs off Large cultural change
11 Our redesign process 1. Meet with project team 2. Usability research 3. Design 4. Plain Talk language 5. Everyone signs off 6. Develop Maintain contact between designer and developers
12 Our redesign process 1. Meet with project team 2. Usability research 3. Design 4. Plain Talk language 5. Everyone signs off 6. Develop 7. One last review Standards (design, wording, interaction) Quality Testing
13 Our redesign process 1. Meet with project team 2. Usability research 3. Design 4. Plain Talk language 5. Everyone signs off 6. Develop 7. One last review 8. Launch
14 An app story: Online tab renewal Our most used web app One of the first launched Handles 80, ,000+ transactions per month, and growing.
15 Where we started
16 Where we started
17 Where we started
18 Where we started
19 Where we started
20 Where we started
21 Where we started
22
23 First draft of the redesign Changed the flow so people feel a sense of progress right away. Reduced the number of screens. Made the design consistent with the DOL website. Made interaction methods more intuitive (buttons, etc.).
24 First draft Used active wording for the app title Moved Help to the top Combined related steps to reduce the number of screens Added preliminary status bar to tell people where they are in the process. Simplified navigation
25 First draft Added a box with persistent information to help with orientation. Let them go back to the map to choose a different county Changed selection method WA State Department of Licensing: May 15, 2009
26
27 Final design Gave people one simple task per screen. Finalized design elements like the status bar. Made changes required to meet standards. Updated standards based on what we learned with Tab Renewal.
28 Final design Changed the name so you know you can t renew boat registrations. Finalized the status bar. Included only one task per page, and clarified instructions. Updated design to work well with other apps
29 Final design Provided multiple ways to tell which county was chosen. Show people updated fee amount if they choose an office with an additional $4 fee. WA State Department of Licensing: May 15, 2009
30 Final design Included office chosen. Provided delivery information to help people make their decision.
31
32 Outcomes so far 6 apps launched, 10 in the pipeline User-centered design integrated into the development process Design Collaboration Team Started a repository of common elements, components, templates Web app design standards Maintenance Consistency Branding
33 Standards
34 Standards
35 Standards
36 Design Collaboration Team Made up of IS and Communications folks. Review apps that are being developed. Help the development team scale usability efforts and comply with the new agency standards. Review apps at multiple stages. Concept Flow Design Developed app Just started, so results aren t in yet
37 Lessons learned Make sure you have executive support. Communicate openly and honestly. Don t be afraid to make mistakes learn from them. Keep it collaborative no one group has all of the answers. Prepare to suffer.
38 Lessons learned Celebrate!
39 Questions?
40 Contact us John Baldwin Melodi Cottongim Irene Hill Kelley Kellerman Justin Ryan
41 Thank you!
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