Trent Mankelow
How to create government websites that rock
Adán Christian
Why can’t government websites:
•Connect with us emotionally?
•Build long-term relationships?
•Be agile, and acknowledge that different people have different needs?
How to create government websites that
Trent Mankelow
Government websites rock when
they are
Useful
Attractive
Social
Open
Playful
A ttractive
S ocialO penU sefulP layful
Government websites rock when they are
Useful
“People these days expect information when they want it, in nice digestible chunks.”
- Transport for London spokesman
Source: http://technology.timesonline.co.uk/tol/news/tech_and_web/article3881779.ece
40,000,000
40,000,000
Government websites rock when they are
Attractive
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Q: Why is attractiveness important?
If someone is physically attractive, people tend to assume they also have a host of admirable qualities, such as intelligence and honesty.
- B.J. Fogg
Source: http://www.valentinemoore.co.uk/trv/Attractive.pdf
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If you want visitors to look at something in particular, then have the person in the photo “looking” at that spot on the page.
Government websites rock when they are
Social
Social proof – we tend to follow the patterns of similar people in new or unfamiliar situations
Source: http://www.nhs.uk/ServiceDirectories/pages/Hospital.aspx?id=RP401&v=4
Government websites rock when they are
Open
Food
Sex
Information??
Dopamine makes us
seek
Image Source: http://www.redstamp.com/products/1932-Paperwork-Sticky-Notes-Anne-Taintor
Open data enhances public sector efficiency by transferring some of the analytical demands of government to NGOs, research institutes and the media, which have been found to combine data from various sources in original and inventive ways.
United Nations E-Government Survey 2010
Source: http://www.thisweknow.org/l/CA/Beverly_hills
Source: http://www.suburbantrends.com.au
24 jams versus 6 jams
24 jams•60% of customers stopped for a taste•3% made a purchase
6 jams•40% of customers stopped for a taste•30% made a purchase
Government websites rock when they are
Playful
Video: http://www.youtube.com/watch?v=2lXh2n0aPyw
Can you design something which ‘plays’ with its users, provoking curiosity or making interactions into a game?
- Dan Lockton
Source: http://www.flickr.com/groups/microcopy/
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How can you delight users?
In conclusion
Challenges • Design and research techniques are used informally – not strategically
• Shared accountability encourages mediocrity
• Competing priorities means that web teams are often under resourced
“...the only way to have good ideas is to have lots of ideas and discard the bad ones, but you cannot afford too much creativity with benefit payments or traffic lights, school curriculums or court procedures”
– Geoff Mulgan
Source: Household Use of Information and Communication Technology: 2009, Statistics New Zealand
Source: Kiwis and Government Online Survey (2008), Statistics NZ
A ttractive
S ocialO penU sefulP layful
The perfect government website?
The perfect government website?
• There is no magic formula to creating world-class government websites
• We live in a world that is real, complicated, loud, messy and filled with real people
• An attitude of thoughtful innovation• We need a mix of research and
design methods
Next steps
Q: What do you call curry in India?
A: Food
It shouldn't be “e-Government”. It should just be government