Win Them at First Swipe: How to Make Awesome Anytime, Anywhere Government User Experiences!

Jacob ParcellManager, Mobile ProgramsDigital Services Innovation CenterOffice of Citizen Services & Innovative Technologies.U.S. General Services AdministrationJacob.parcell@gsa.gov

Win Them at First Swipe: How to Make Awesome Anytime, Anywhere Government User Experiences!

The Public is VERY Into Mobile

The Future is Wearable

Government Needs to Keep Pace

Some Agencies are Leading The Way

We’re Helping Keep Pace

The Mobile Conundrum-Web vs. App

Mobile Web/Responsive

One time visitors Mostly Informational

content Users are generally

Internet connected Accomplished

Functionality

Native

Services/Transactional Repeat Customers Mobile Device

Functionality Improves Experience (ie camera)

User Context in non-connected environment

Deciding On Your Mobile Strategy and Product(s) is not easy

Focus on the Mobile User Experience

BUT…

Rethinking the Mobile Approach

The Mobile User Experience is Complex

Complexity Can Lead to Innovation…

…And Better Collaboration!

Mobile User Experience Guidelines and Recommendations

Over 40 Guidelines for these UX elements Content Information

Architecture Functionality Trustworthiness Design

Here’s 10 UX Recommendations

Content Information Architecture

Put the user’s principal task ‘front and center’

Use plain language (there’s no screen room for jargon)

Keep button labeling/navigation short and clear

Use plain language for your mobile app/site title, no acronyms (IA)

Don’t wait for the perfect IA; put it out there and revise based on user feedback (IA)

Provide user-centered contentEliminate unnecessary elementsUse analytics to identify content

priorities (e.g. which content is important for mobile users)

Structure content for availability on any device any time, anywhere

Turn content into data that can be structured (e.g., XML, RSS, APIs)

User Experience Tool Kit Wire-Framing and Mockup

Tools Frontend Development

(Responsive/Mobile Web) Development

Frameworks/Tools Reusable Mobile Code

We’ve Gathered Some UX Tools

Testing, Testing 1,2,3…

Accessibility Performance Security/Privacy Functionality/

Usability Compatibility

What Should I Be Testing?

Tools for Testing

Various Testing Programs Used By Government Agencies

Crowdsource Mobile Compatibility Testing

Testing Scripts Accessibility General mobile

testing

Digital Innovators Assemble!

Test government mobile products through the CrowdSource Mobile Testing Program!

Help build government wide testing scripts!

Expand and test the Mobile UX recommendations!

Create Mobile UX recommendations for usability, social media and more!