steve grange (@grangesteve) web project manager cambridgeshire county council

Steve Grange (@grangesteve)Web Project ManagerCambridgeshire County Council

SOCITM GWC Award Winner 2012

UCD (User-Centred Design) and UX (User Experience)in Local Government

Source: Jerry Bunkers, Flickr

Ask your customers

The AwardAnnual award

1,200 word proposal

Where to go?

What to study?

How would it help CCC?

How would it help SOCITM?

5 objectives,

split into

primary and

secondary

tasks

603,000 people

English speaking primarily

10 Councillors, 1 Mayor and City Manager (CEX Equivalent)

5,000-6,000 staff

Dubbed the “North AmericanHollywood”

Source: City of Vancouver

UCD and UX is an enabler for cost savings through

Channel Shift

How cost savings can be achieved

Understand what we’ve got

Understand our customer needs/feelings

Make changes to meet customer needs

(using personas)

Source: City of Vancouver

Before

After

Bringing it back to the UK

Source: uxmatters.com

Simple wireframe with frames and boxes

Source: City of Vancouver

Source: Cambridgeshire County Council

Leadership

Source: http://tinyurl.com/ukauthority

"No organisation has ever built a truly excellent website when the people leading it did not know what an excellent website is.”

Tom Steinberg, Founder of MySociety at the Building Perfect Council Websites 2012 event

A perfect product should web traffic to it

therefore

You should start seeing a In F-2-F and phone

= £ savings

Source: http://tinyurl.com/socitm2012graph

Source: http://tinyurl.com/socitm2012tablet

• City of Vancouver were extremely UCD and UX focussed

• We should make UCD/UX a high priority in the UK

• Excellent UCD and UX tools are available

• Leadership buy-in is critical to deliver channel shift savings

• We need to think to the future

Conclusions

Thank you for listening

Special thanks to:

All involved at SOCITM

Rahel Anne Bailie (Vancouver)

Laurie Best (Vancouver)

The team in Vancouver

My colleagues at Cambridgeshire County Council

Michele Ide-Smith (ex-CCC)

Contact detailsSteve.Grange@cambridgeshire.gov.uk

01223 699831

@grangesteve

www.StevesSocitmTrip.wordpress.com