Screen LibraryUsability in government systems : user experience design for citizens and public servants /
As a usability specialist or interaction designer working with the government, or as a government or contractor professional involved in specifying, procuring, or managing system development, you need this book. Editors Elizabeth Buie and Dianne Murray have brought together over 30 experts to outlin...
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| Published: |
Elsevier Science,
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| Publisher Address: | Burlington : |
| Publication Dates: | 2012. |
| Literature type: | eBook |
| Language: | English |
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| Online Access: |
http://www.sciencedirect.com/science/book/9780123910639 |
| Summary: |
As a usability specialist or interaction designer working with the government, or as a government or contractor professional involved in specifying, procuring, or managing system development, you need this book. Editors Elizabeth Buie and Dianne Murray have brought together over 30 experts to outline practical advice to both usability specialists and government technology professionals and managers. Working with internal and external government systems is a unique and difficult task because of of the sheer magnitude of the audience for external systems (the entire population of a country, an |
| Carrier Form: | 1 online resource (447 pages) |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: |
9780123910639 0123910633 9780123910653 012391065X |
| Index Number: | QA76 |
| CLC: | TP11 |
| Contents: |
Front Cover; Usablity in Government Systems User Experience Design for Citizens and Public Servants; Copyright; Dedication; Contents; Foreword; Reference; Preface; Editors' Biographies; Elizabeth Buie; Dianne Murray; Contributors' Biographies; Rahel Anne Bailie; Nigel Bevan; George Buchanan; Raven Chai; Torkil Clemmensen; Angus Doulton; Laura L. Downey; Cathy Dudek; Jonathan Earthy; Kathy E. Gill; Jan Gulliksen; Caroline Jarrett; Chris Johnson; Timo Jokela; Dinesh Katre; Susan Kleimann; Jonathan Lazar; Gitte Lindgaard; Mark T. Maybury; Jess McMullin; Patrick J. Noonan; Philippe Palanque. Monica PalmiraniWhitney Quesenbery; Janice (Ginny) Redish; Karen Renaud; Sylvia Rosales; Neil Sandford; Brian Sherwood Jones; Brian Stanton; Milica Stojmenovic; Livia Sumegi; Alistair Sutcliffe; Daniel Szuc; Mary Frances Theofanos; Bruce Tsuji; Fabio Vitali; Kate Walser; Brian Wentz; Marco Winckler; Josephine Wong; Acknowledgments; Introduction; Why We Wrote This Book; The Audience; References; Chapter 1: A Brief History of User Experience in Government Systems; Introduction; Origins of UX; UX in Government Systems; 1950-1970s: the early years; 1980s: the transition years. 1990s: the growth years2000 to present: the partnership years; Summary; References; Section I: Public-Facing Systems; Chapter 2: Usability of Public Web Sites; Introduction; Importance of usability to external audiences; Current state of government web site use; Case Studies; Obtaining a motorcycle endorsement; State of Illinois; State of Utah; State of New South Wales; Pay for a parking or red-light ticket; Interacting with government; Success Factors; Summary; References; Further reading; Chapter 3: Usability and Government 2.0; Introduction; Key Considerations; Diversity and access. Use personas and top tasks to anticipate hurdles to Gov 2.0's successWhen possible, include citizens in the planning stages; If you cannot talk directly to users, talk with people who know them; Use all available channels to engage citizens, not just Web-centric channels; Awareness and trust; Make it easy to remember and find; Identify your agency and any other organizations involved; Set expectations; Share outcomes; Tools, context, and instructions; Include a clear call to action; Provide context and clarify purpose. Ask specialists to create reasonable instructions that users with some basic knowledge of a tool can useInclude links to tools that people may need; Considerations for public servants; Storyboard the entire interaction; Interview or shadow public servants to understand their workflow; Gov 2.0 as a Relationship; Success Factors; Summary; References; Further reading; Chapter 4: UX of Transactions; Introduction; Key Considerations; Who is the user in a business?; Who is the user as a citizen?; General Considerations for all Transactions; The structure of the transaction: relationship. |