Usability in Government Systems: User Experience Design for Citizens and Public Servants

As a usability specialist or interaction designer working with the government, or as a government or contractor professional involved in specifying, procuring, or managing system development, you need this book. Editors Elizabeth Buie and Dianne Murray have brought together over 30 experts to outline practical advice to both usability specialists and government technology professionals and managers.

Working with internal and external government systems is a unique and difficult task because of of the sheer magnitude of the audience for external systems (the entire population of a country, and sometimes more), and because of the need to achieve government transparency while protecting citizens’ privacy.. Open government, plain language, accessibility, biometrics, service design, internal vs. external systems, and cross-cultural issues, as well as working with the government, are all covered in this book.

Covers both public-facing systems and internal systems run by governmentsDetails usability and user experience approaches specific to government websites, intranets, complex systems, and applicationsProvides practical material that allows you to take the information and immediately use it to make a difference in your projects

Introduction

Chapter 1: A Brief History of User Experience in Government Systems

PART I: Public-facing Systems

Introduction

Chapter 2: Usability of Public Web Sites

Chapter 3: Usability and Government 2.0

Chapter 4: UX of Transactions

Chapter 5: Privacy and the Citizen

PART II: Internal Systems

Introduction

Chapter 6: Usability in Defense Systems

Chapter 7: Emergency Response in Simulated Terrorist Attacks

Chapter 8: National Critical Infrastructures

Chapter 9: Legislative Drafting Systems

PART III: UX Issues Common to Both Public and Internal Systems

Introduction

Chapter 10: Content Strategy

Chapter 11: Plain Language in Government

Chapter 12: Ensuring Accessibility for People with Disabilities

Chapter 13: Mobile Access

Chapter 14: User Issues in Security

Chapter 15: Usability of Biometric Systems

PART IV: Procurement and Development

Introduction

Chapter 16: Getting UX into the Contract

Chapter 17: ISO Standards for User-Centered Design and the Specification of Usability

Chapter 18: User-centered Requirements Definition

Chapter 19: Models as Representations for Supporting the

Development of e-Procedures

Chapter 20: Evaluation in Government Environments

Chapter 21: Adapting e-Gov Usability Evaluation to Cultural Contexts

PART V: Wider Considerations

Introduction

Chapter 22: Design for Policymaking

Chapter 23: Service Design and Channel Shifting

Chapter 24: UX and e-Democracy in Asia

Closing Thoughts

Resources, Glossary & Acronyms