Steve Grange Web Project Manager Cambridgeshire County Council SOCITM GWC Award Winner 2012 UCD (User-Centred Design) and UX (User Experience)

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UX and UCD at Cambridgeshire County Council Steve Grange, Project Manager, Cambridgeshire County Council, UK.

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Presentation transcript:

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

Source: Jerry Bunkers, Flickr

Ask your customers

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 objectives, split into primary and secondary tasks

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

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

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

Before

After

Bringing it back to the UK

Source: uxmatters.com Simple wireframe with frames and boxes

Source: City of Vancouver

Source: Cambridgeshire County Council

Leadership Source: "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

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

Source:

Source:

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

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)

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