1. Steve Grange (@grangesteve) Web Project Manager Cambridgeshire County Council SOCITM GWC Award Winner 2012 UCD (User-Centred Design) and UX (User Experience) in Local Government

2. Source: Jerry Bunkers, Flickr

3. Ask your customers

4. The Award Annual award 1,200 word proposal Where to go? What to study? How would it help CCC? How would it help SOCITM?

5. 5 objectives, split into primary and secondary tasks

6. 603,000 people English speaking primarily 10 Councillors, 1 Mayor and City Manager (CEX Equivalent) 5,000-6,000 staff Dubbed the “North American Hollywood” Source: City of Vancouver

7. UCD and UX is an enabler for cost savings through Channel Shift

8. 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

9. Before

10. After

11. Bringing it back to the UK

12. Source: uxmatters.com Simple wireframe with frames and boxes

13. Source: City of Vancouver

14. Source: Cambridgeshire County Council

15. 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

16. A perfect product shouldweb traffic to it therefore You should start seeing aIn F-2-F and phone = £ savings

17. Source: http://tinyurl.com/socitm2012graph

18. Source: http://tinyurl.com/socitm2012tablet

19. 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

24. 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)

25. Contact details Steve.Grange@cambridgeshire.gov.uk 01223 699831 @grangesteve www.StevesSocitmTrip.wordpress.com