Using a scenario-planning tool to support an engaging online user experience Jon Pearce John Murphy David Patman Ian Brooks

2 Overview This presentation discusses: o government providing online support for citizens o a conceptual approach to a solution o design & testing of the solution o thoughts for the future

3 Background Imagine this… Issues presented by “Centrelink”: o increasing population of older customers returning to the workforce => increasing demand on services o make online contacts with Centrelink more engaging and convenient for customers o encourage less-experienced online users to interact with Centrelink using self-service o help customers take an active role in planning a pathway towards self-sufficiency.

4 Background Research question: Can a Centrelink’s online experience be enhanced by developing a self-help tool which allows customers to explore various scenarios of actions and their outcomes? Specific aims: To develop an online tool that would be: o highly engaging vs “form-filling” o dynamic o reflective.

5 Approach Scenario planning o beyond the ‘loans calculator’ Concept of ‘flow’ o goals, feedback, challenge vs skills o control, autotelic o measure: control + engagement + enjoyment.

6 Developing a Prototype Algorithm design Analysis of Centrelink interaction Screen design Prototype Development

Centrelink branding – logo, images, tool links, main menu Page title Instructions / Welcome text Static parameters Next page nav >> Prototype 1 Skip to Prototype 2

Mode 8 Temp work 6 Interviews 8 Resume 7 Confidence 7 Education 6 Read/Write 5 Literacy 5 Contact 2 Work quals 2 Value quals 2 Int time 2 Fitness 8 How many interviews can you attend per week? 1 or fewerAbout 510 or more Next page nav >><< Prev page nav Prototype 1

2.8 Mode Temp work 6 Interviews 8 Resume 7 Confidence Education 6 Read/Write 5 Confidence Contact 2 Work quals 2 Value quals Int time 2 Fitness 8 Title of parameter, Title of parameter Title of parameter Low value text Next page nav >><< Prev page nav Mid value textHigh value text Prototype 1

Summary & referrals Colour scale? The colour to the left is an “average” of all your inputs. You might like to consider one or more of the following actions: Language skills course This 6 month course will help improve your reading and writing skills. Mobile phone purchase Buying a mobile phone will improve your contactability with potential employers. << Prev page nav Prototype 1

Preparing to return to the workforce This tool is designed to assist you preparing to return to work. It allows you to nominate your current situation and see the types of options Centrelink may offer you to assist your return to work. It can also be used to plan for the future by allowing you to change various values and see the result of doing things such as getting you resume up-to-date. Please note: 1.Options presented in this tool are indicative only and actual options recommended by Centrelink may differ depending on your situation. 2.Centrelink does not record or retain any information based on using this tool How long since your last paid employment? More than 3 years 1 yearLess than 1 month Gender? Female Age? How many address changes have you had in last 2 years? 5 or more 4321 or none Prototype 2

Work Hours Temporary work Number of Interviews Resume Interview skills Education LiteracyConfidence Contact QualificationsUp-to-date Interview notification Fitness How many interviews could you attend per week? 1 or fewerAbout 510 or more Prototype 2

Work Hours Temporary work Number of Interviews Resume Interview skills Education LiteracyConfidence Contact QualificationsUp-to-date Interview notification Fitness What hours are you prepared to work? Over time Full time Part time CasualWeek ends Nights Prototype 2

Work Hours Temporary work Number of Interviews Resume Interview skills Education LiteracyConfidence Contact QualificationsUp-to-date Interview notification Fitness What level of qualifications do you have for your profession or trade? No formal qualifications Reasonably well qualified Qualified to highest level Prototype 2

Work Hours Temporary work Number of Interviews Resume Interview skills Education LiteracyConfidence Contact QualificationsUp-to-date Interview notification Fitness Improving your résumé Developing your interview skills Suggestion about temporary work Language skills courses Building confidence Improving contact Improving job skills Getting fit Going for that job Improving your qualifications Improving your education Improving your Education It's worth considering improving your level of formal education to increase your chances of finding work. Some of the ways of doing that are listed here: Course A Course B Prototype 2

16 Testing with Customers Four groups of six participants tested at The University of Melbourne usability laboratory: o Centrelink customers o Age 50+ o Unemployed 2+ yrs Data collection: o Questionnaires o Scenario tasks using the prototype o Focus group.

17 Final prototype… 2 minute prototype movie (demo)demo

18 Final prototype…

19 Outcomes & discussion Software evaluation o usability details… o mixed reactions to ‘direct manipulation’ design approach o need greater enticement to explore User interaction o user explored & answered various ‘what-if’ questions o they were engaged o but, had the expectation of a ‘process’ o little evidence of flow (control + engagement + enjoyment).

20 Revising the scenarios We moved from: o participants beginning as themselves in their current situation completing a task “Work though the program …” to: o participants beginning as themselves but in a scenario completing a task: “Imagine you have an interview tomorrow…”

21 Next steps… Modifications to software… Apply scenario-planning to other areas… Generic concept – self-help through exploration: adjust personal info observe prioritised output/suggestion s reflect

22 Conclusion We have identified: o potential of ‘novel’ interaction style in e-government o design requirements for further prototype o areas of interest from within Centrelink for collaboration o moving towards self-help through reflection.