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Steve Grange (@grangesteve) Web Project Manager Cambridgeshire County Council

UCD (User-Centred Design) and UX (User Experience) in Local Government. Steve Grange (@grangesteve) Web Project Manager Cambridgeshire County Council SOCITM GWC Award Winner 2012. Source: Jerry Bunkers, Flickr. Ask your customers. The Award. Annual award 1,200 word proposal

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Steve Grange (@grangesteve) Web Project Manager Cambridgeshire County Council

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

  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 our customer needs/feelings Understand what we’ve got Make changes to meet customer needs (using personas) Source: City of Vancouver

  9. Before

  10. After

  11. Bringing it back to the UK

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

  13. Source: City of Vancouver

  14. Source: Cambridgeshire County Council

  15. Leadership "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 Source: http://tinyurl.com/ukauthority

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

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

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

  19. Conclusions • 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

  20. 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)

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

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