June 2009 Jamboree, Brussels Edith van der Does, Netherlands EU PSC Usability Study United Kingdom Estonia Netherlands

2 The presentation – About the project – The PSCs – Starting points – General guidelines Source and Scope Information and Language Procedures Contact Registration and Log in – What next?

3 EU PSC Usability Study Benefits for participating Member States – Feedback from actual users – General guidelines – Feedback on specific PSCs – Cooperation

4 EU PSC Usability Study The Study 3 Member States: UK, Estonia, Netherlands 8 participants per country each participant viewed prototypes of 2 PSCs standard protocol: –Exploratory interview –Usability tasks: exploration of the PSC, finding information, doing a transaction, logging in, communication –Concluding questions

5 PSC Estonia

6 PSC UK

7 PSC Netherlands

8 Starting points for development and design The service provider knows very little to nothing about the other country The service provider acts from his or her own references and experiences One-stop-shop

9 General guidelines – Source and Scope 1. Source of the PSC – Explicitness about government Reliability of the information Security

10 General guidelines – Source and Scope 2. Title/Name of the PSC – Rememberable or comprehensible Short word or abbreviation Understandable translation

11 General guidelines – Source and Scope 3. Orientation – Not just regulations and permits – But also information about: The country Society and culture Business climate and culture The market

12 General guidelines – Source and Scope 4. Homepage – Business card – Not too much information – Aim and source of the PSC

13 General guidelines - Information and Language 5. Language – Probably not native language – From the perspective of the service provider – No legal jargon, technical or formal terminology – No grammatical or spelling errors

14 General guidelines – Information and Language 6. Translation – All or nothing

15 General guidelines – Information and Language 7. Translation services – When information is not translated: Offer translation services

16 General guidelines – Information and Language 8. Step by step guide – What is mandatory, specific for the service providers' situation – Willingness to go through a decision tree or use filters

17 General guidelines - Procedures 9. Positioning within the PSC – Information first then transaction

18 General guidelines - Procedures 10. Completing a transaction – No new information – Easy to find or direct access – Comprehensible terminology – Provide sufficient 'help'-options – 'How to send in' information – Contact information of relevant competent authority

19 General guidelines - Procedures 11. Sending in a form – Information about who or which authority the form will be sent to – Information about what will happen next

20 General guidelines - Contact 12. Contact everywhere – Contact information of competent authorities available when necessary

21 General guidelines - Contact 13. Who? – Who can be contacted for what – Clear distinction between website, competent authorities, others 14. How? – Telephone –

22 General guidelines – Registration and Log in 15. Only when necessary – At the moment it is necessary – Central log in is optional

23 General guidelines – Registration and Log in 16. Why? – Information about benefits of creating an account or logging in

24 General guidelines – Registration and Log in 17. Privacy – Terms and conditions – Privacy statement

25 General guidelines – Registration and Log in 18. Method of logging in – Depends on national method – Might feel not secure – Give information!

26 What next? What to do with the general guidelines? – Up to each Member State – Short term, before December 28th – Long term – Next usability study?

27 More information Edith van der Does Adviseur Onderzoek/Research Consultant ICTU – eOverheid voor Bedrijven T +31 (0) M +31 (0) E Wilhelmina van Pruisenweg AN Den Haag The Netherlands