Usability in Government Systems - Edition 1 - Edited by Elizabeth Buie and Dianne Murray Elsevier Educate

Usability in Government Systems,

Edition 1 User Experience Design for Citizens and Public Servants

Edited by Elizabeth Buie and Dianne Murray

Publication Date: 21 May 2012

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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.

Key Features

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

About the author

Edited by Elizabeth Buie, Principal Consultant, Luminanze Consulting, LLC, Silver Spring MD, USA and Dianne Murray, HCI / Usability Consultant and General Editor, Interacting with Computers, Elsevier , Teddington, UK

Dedication

Foreword

Preface

Editors Biographies

Contributors Biographies

Acknowledgments

Introduction

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

Introduction

Summary

REFERENCES

Section I Public-Facing Systems

Introduction

Chapter 2. Usability of Public Web Sites

Introduction

Summary

REFERENCES

Further reading

Chapter 3. Usability and Government 2.0

Introduction

Summary

REFERENCES

Further reading

Chapter 4. UX of Transactions

Introduction

Summary

Acknowledgments

REFERENCES

Further reading

Chapter 5. Privacy and the Citizen

Introduction

Summary

REFERENCES

Further reading

Section II Internal Systems

Introduction

Chapter 6. Usability in Defense Systems

Introduction

Summary

REFERENCES

Chapter 7. Emergency Response in Simulated Terrorist Attacks

Introduction

Summary

Acknowledgments

REFERENCES

Further reading

Chapter 8. National Critical Infrastructures

Introduction

Summary

REFERENCES

Chapter 9. Legislative Drafting Systems

Introduction

Summary

REFERENCES

Section III UX Issues Common to Public and Internal Systems

Introduction

Chapter 10. Content Strategy

Introduction

Summary

REFERENCES

Further reading

Chapter 11. Plain Language in Government

Introduction

Summary

REFERENCES

Further reading

Chapter 12. Ensuring Accessibility for People with Disabilities

Introduction

Summary

REFERENCES

Further reading

Chapter 13. Mobile Access

Introduction

User-centered Design

Internal Systems

International Perspectives

Standards and Guidelines

A Shifting Technology Base

Practical Mobile Usability

Inclusive Design

Success Factors

Summary

REFERENCES

Further reading

Chapter 14. User Issues in Security

Introduction

Summary

REFERENCES

Further reading

Chapter 15. Usability of Biometric Systems

What Are Biometrics?

Summary

REFERENCES

Further reading

Section IV Procurement and Development

Introduction

Chapter 16. Getting UX Into the Contract

Introduction

Summary

REFERENCES

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

Introduction

Summary

REFERENCES

Further reading

Chapter 18. User-Centered Requirements Definition

Introduction

Summary

REFERENCES

Further reading

Chapter 19. Models as Representations for Supporting the Development of e-Procedures

Introduction

Summary

REFERENCES

Chapter 20. Evaluation in Government Environments

Introduction

Summary

REFERENCES

Further reading

Chapter 21. Adapting e-gov Usability Evaluation to Cultural Contexts

Introduction

Summary

REFERENCES

Section V Wider Considerations

Introduction

Chapter 22. Design for Policymaking

Introduction

Summary

REFERENCES

Chapter 23. Service Design and Channel Shifting

Introduction

Summary

REFERENCES

Chapter 24. UX and e-Democracy in Asia

Don’t Make Me Deal with Government!

Summary

Further reading

Closing Thoughts

Closing Words

Acronyms and Abbreviations

Glossary of Terms

Index

Title Reviews

"Elizabeth Buie and Dianne Murray have pulled together a book that is long overdue…Usability specialists in government environments should get this book."—Technical Communication, May 2013

"Given the effort being made by governments worldwide to shift users onto the theoretically cheaper digital channels, this book makes a welcome appearance…It has a wealth of useful references and links, so could benefit a group of developers but overall, as Sanford and Doulton recognise, real usability comes end-to-end and it’s the policy instigators that introduce poor user experiences."—BCS.org, December 2012

"These engaging stories from UX pros in governments worldwide will inform and inspire anyone who's switched on by improving the customer experience of digital government. Here’s the history and a candid look at what we face in making online government services useful, usable, and accessible."—Nicole Burton, User Experience Evangelist, U.S. General Services Administration, Manager, First Fridays Product Testing Program

"Those of us who work on the design, development, or management of government websites or systems have had a gap on our bookshelves that has needed filling for government focused UX. This book fills that gap with global expertise with breadth and depth from proven experts from a good mix of academic and practitioner insights. This book, once read, will be kept with easy reach for reference sharing the richness of knowledge with others to improve the systems and services government provides for use."—Thomas Vander Wal, InfoCloud Solutions

"Written and edited by respected names in usability from industry and academia around the world, this comprehensive and focused book belongs on the shelf of everyone involved in the development of government software systems of any kind from public facing web sites to military and emergency response systems."—Deborah J. Mayhew, Deborah J. Mayhew & Associates

"This is a very well researched and documented work that is imbued with wonderful storytelling. It goes to the heart of the changes and demands affecting governments across the globe due to implementing e-government and Gov 2.0. Elizabeth and Dianne did a wonderful job in chronicling this modern day revolution."—Alan W. Silberberg, founding CEO of Silberberg Innovations, and Gov20LA

"Usability in Government Systems makes an important contribution to a field that deserves more attention. We must ensure that government is easily accessible and understandable for all Americans."—Congressman Chris Van Hollen (MD-08)

"Usability and systems professionals in public service will benefit from the wisdom and insights presented in this book. Following this advice will undoubtedly increase the value contributed by user experience design in the government systems and services value chain."—Computing Reviews, November 2012

ISBN: 9780123910639

Page Count: 440

Retail Price (USD) :

Lathrop: Open Government: Collaboration, Transparency, and Participation in Practice (O’Reilly, 2/2010) ISBN: 9780596804350 432 pages $44.99

Wager: Health Care Information Systems, 2e: A Practical Approach for Health Care Management (Jossey Bass, 6/2009) ISBN: 9780470387801 544 pages $80.00

Usability/UX specialists and interaction designers working with the government; government and contractor professionals involved in specifying, procuring, or managing system developments.

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