Va gov webinar_v8

©2013 CapTech Ventures, Inc. All rights reserved. 1#CTVWebContent

1118 West Main StreetRichmond, Virginia 23230804.355.0511

©2013 CapTech Ventures, Inc.

www.captechconsulting.comblogs.captechconsulting.com

IT Management Consulting

Systems Integration

Data Management

Delivering an Enriched Customer Experience across Multiple Channels


Introduction

Customer Engagement – Virginia.gov Empower Business Users through Direct Ownership

Focus on a Premium User Experience

Feature Content Across Channels

Leverage Common Assets to Support All Mobile Devices

Enable Enterprise Search and Search Engine Optimization

Transformation Blueprint

Questions

Agenda


Introduction

Marcella WilliamsonDirector, Public Information and

Communications

Virginia Information Technologies Agency (VITA)

Brian BischoffManaging Director, Digital

Solutions Group

CapTech Ventures, Inc

Jason SnookDirector, User Experience Offering

Lead

CapTech Ventures, Inc


Customer Engagement

Key Strategies

User Experience

IntegratedContent

MobilePresence

EnterpriseSearch

EmpowerBusiness


Customer Engagement

Key Strategies

User Experience

IntegratedContent

MobilePresence

EnterpriseSearch

EmpowerBusiness

Empower BusinessThrough Direct Ownership


Previous site managed by 3rd party Limited control of content, services, and communications

Goal of enabling state employees without extensive technical training Proposed solution allows for self management and governance not available with

previous solution

Result is a new state portal owned and managed by commonwealth communication teams

CapTech, with its partners, provided a solution that met the commonwealth’s current and evolving needs

Business SituationEmpower Business


Managed Service -> Direct Ownership

Invest for longer term ROI

Ownership of platform, data, and content fuels compliance

Internal controls drive content changes

New hosting model with AIS Network

Best of breed technology

Enhanced mobile experience

Commonwealth’s New Business ModelEmpower Business


Strong PartnershipsEmpower Business


Customer Engagement

Key Strategies

User Experience

IntegratedContent

MobilePresence

EnterpriseSearch

EmpowerBusiness

Focus on User Experience


Quantitative metrics allow for…

A Data-Driven Approach to User Experience

• Discrete comparisons• Confident decisioning (“fix what’s broken”)• User Experience benchmarks• Focused support and change management

Supposing is good, but finding out is better.

- Mark Twain

User Experience


Most Visited Pages

1. Virginia.gov Home ✔2. Online Services ✔3. Search Results4. Agency Directory ✔5. Government ✔6. Contact7. Business ✔8. State Job Opportunities ✔9. Employment Services ✔10. Before You Start a Business ✔11. State Job Opportunities ✔12. Education ✔13. Internal Server Error (500)14. Residents ✔

✔ - Included as a scenario in Usability testing

Constructing a content inventory of the site• 2,392 total artifacts • 1,770 html artifacts• 114 physical pages

Understanding site web analytics data• Visits - 9 million • Average # of pages per visit - 1.75• Average time on site - 3 minutes

Content AnalysisUser Experience


Information Architecture - ResultsUser Experience


Empirical• One-on-one sessions with a user & investigatorObjective• Interested in a user’s actions, not their opinionPortable• Can be performed in most conference roomsQuantifiable• Discrete metrics measure performance…

Usability testing allows projects teams to vet the effectiveness of an interface design against real users prior to deployment thereby mitigating the potential risks to project budget and timeline.

Supposing is good, but finding out is better.

- Mark Twain

Usability TestingUser Experience


1 - Find info on State

Parks

2 - Find educa-

tional info on

Jamestown

3 - Find the governor's homepage

4 - Find Library of VA's face-

book page

5 - Info on starting a business

6 - Find VATax's

homepage

7 - Renew your

driver's license

8 - Find VA employ-

ment ser-vices

9 - Find state job openings

10 - Find a list of state

holidays

11 - Find VA529 in-formation

12 - Find voter regis-tration info

13 - Find fishing li-cense info

14 - Find info on the symphony

0

40

80

120

160

200

0%

20%

40%

60%

80%

100%

Avg Task Duration - New Design Avg Task Duration - Existing DesignAvg Sucess Rate - New Design Avg Success Rate - Existing Design

Success Rate (%) Avg Task Duration (sec) SUS Score

Round 1 95% 23.1 88%Round 2 95% 28.1 93.75%Round 3 98% 21.8 93.75%

Usability Test ResultsUser Experience


• User Surveys• Requirements / Use Cases• Content Analysis / Card Sorts• Web Analytics• Commonwealth Web Standards • 508 Accessibility Standards• Design Best-Practices / Heuristics• Usability Testing (5 rounds)

Design ConsiderationsUser Experience



Virginia.gov Mobile DesignUser Experience


Virginia.gov Mobile DesignUser Experience


Same scenario set was employed for five participants (2 iOS, 3 android)

High fidelity prototype was again developed in Axure

Average success rate was 95% with an average duration of 30.1 seconds

Success rates for mobile average around 64% (Nielsen 9/26/2011)

Existing Desktop Design

New Mobile Design New Desktop Design82%

86%

90%

94%

98%

Avg Success Rate (%)

Avg

Succ

ess R

ate

(%)

Existing Desktop Design

New Mobile Design New Desktop Design

0

10

20

30

40

50

Avg Task Duration (sec)

Avg

Task

Dur

ation

(sec

)

Usability Testing (Round 5) – Mobile DesignUser Experience


Customer Engagement

Key Strategies

User Experience

IntegratedContent

MobilePresence

EnterpriseSearch

EmpowerBusiness

Multi Channel Content Delivery and

Aggregation


Mapping Center

Geolocation

Key Landmarks Motor vehicles, schools,

hospitals, libraries, political boundaries

Author customizable layers, symbology

Integrated Content


Mapping Center - Mobile

Geolocation

Full screen map view

Modal display for layers

Search for nearby locations

Integrated Content


Social

Consolidation of a disparate social presence

Featured agency or organization

Owner selection of best content

Integrated Content


Consolidated view of all public meetings

Delegated calendar entry statewide

CalendaringIntegrated Content


Governance and Workflow

Permissions & Security

Role based approval

Email notification

Staging & Preview

In context editing with Page Editor

Draft• Validation

Awaiting Approval• Accept• Reject

Approved• Auto Publish

Integrated Content


Customer Management

Centralized feedback mechanism

Provides Transparency

Full circle feedback loop for all inquiries

Dynamics CRM in the design and part of roadmap

Integrated Content


Customer Engagement

Key Strategies

User Experience

IntegratedContent

MobilePresence

EnterpriseSearch

EmpowerBusiness

Common Assets for an EnhancedMobile Presence


Mobile Approach

Reuse, Reuse, Reuse

Information Architecture is the cornerstone

Separation of content and presentation

Single version of truth

Mobile Presence


Mobile Approach - ReuseMobile Presence


Mobile Approach – Device Detection

Reuse, Reuse, Reuse

Rules Based Approach

Flexible engine for device detection

Mobile Presence


Mobile Approach - Experience

Reuse, Reuse, Reuse


Mobile Optimized

Dedicated experience

Technology standards

Mobile Presence


Mobile Approach – Location Awareness

Reuse, Reuse, Reuse


Mobile Optimized

Location Awareness

Context sensitive data

Mobile Presence


Customer Engagement

Key Strategies

User Experience

IntegratedContent

MobilePresence

EnterpriseSearch

EmpowerBusiness

Enterprise AssetSearch and

SEO


Enterprise Search and SEO

Localized site search

Federated crawl and index across commonwealth assets 190+ external domains

Meta tagging for SEO

Instant index updates

Enterprise Search


Content Migration

Fresh rewrite of content Leveraged domain Subject Matter Experts Direct alignment with new IA to enforce taxonomy and enforce SEO

Migration of 3000 meetings Automated migration provides seamless transition

Inventory up front then adjust according to IA results

Enterprise Search


Clarify Intellectual Property Ownership

Develop an exhaustive application inventory

Understand complexity of services and data

Define the Return on Investment and Net Present Value (NPV)

Establish a repeatable framework for conversion and management of portfolio

Blueprint for Transformation


Summary

One organization randomly selected for digital solutions consultation

Survey immediately following the webinar

Webinar will be posted on www.captechconsulting.com in the next few days

http://www.captechconsulting.com/

©2013 CapTech Ventures, Inc. All rights reserved. 38#CTVWebContentwww.captechconsulting.com - blogs.captechconsulting.com

Thank you for attending our webinar:Delivering an Enriched Customer Experience

across Multiple Channels

Brian BischoffDigital Solutions Group Lead

[email protected] (804) 301-0397

Jason SnookUser Experience Lead

[email protected] (804) 683-5585

mailto:[email protected]




Date post:	01-Nov-2014
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