This is the Ministry of the Prime Minister, who is also the Minister of General Affairs. Its tasks are coordination of government policy and communications. Among other things, they are responsible for maintaining and renewing the majority of all governmental websites (500+ sites) and digital magazine websites.
One of his responsibilities is to establish and document a clear strategy regarding the approach to new UX issues. He also collaborated with a colleague to develop a user satisfaction growth model that specifically looks at where a product ranks on the “user satisfaction ladder”.
In addition, Alec is responsible for updating the Magazine websites (500+ sites) and optimizing the contact page on Rijksoverheid.nl. And finally, he analyzes existing features within the design system and, if necessary, makes a renewal proposal based on the analysis and possible user research.
My role
◦ Strategy
◦ Business analysis
◦ Prototyping
◦ Workshops
◦ UI/UX design
◦ User testing
◦ Stakeholder management
Redesigning magazine websites
The current magazine websites have accessibility and usability issues, a high maintenance burden and simply haven't been renewed in over 7 years.
The goal was to lower the maintenance burden and make sure Government accessibility standards were met. While also improving on the usability and look and feel.
From a Discover phase: collecting background information, determining actors, journeys, information architecture, problem definition, workshops, etc. To a Define phase of concept development, wireframing, prototyping, user testing, and high-level design.
Improving the Contact page
"As a citizen I can contact the central government in an easy and accessible way"
Goal phase 1: Improving contact page for the end user with existing components and CMS possibilities.
Goal phase 1: Improving contact page for the end user with existing components and CMS possibilities.
Intended effect for customer care:
- Avoid unnecessary questions
- Directing questions to the right department
- Avoid unnecessary questions
- Directing questions to the right department
Alec Started with a discover phase to gain as much information as possible. First a kick off session with all relevant stakeholders, desk research (there were multiple studies done in the past that included the contactpage) analyzing page Statistics, an expert review and a baseline measurement.
In the define phase Alec created multiple concepts based on existing components. gathered feedback from the stakeholders and from a design review and created the first designs.
Three months after implementation we saw some improvement in how calls where better directed to the right departments. Although the data is thin. Because of the Corona Crisis it was hard to get a good view of any improvements.
Mapping user satisfaction, a growth model
The Ministry of General Affairs DPC manages multiple products. Along with my colleague we looked at how to determine the quality of a product or service. How do you form a good picture of where you are now and what the next step could be?
As far as we're concerned, that starts with putting the user first. How well is the user now included in the process, the realization and the further development of the products? Is it qualitative? Is it mature (enough)? Is there a solid process for further development?
Anderson has developed a growth model for mapping user satisfaction to determine the maturity of a product or service. What was still missing was: how do I determine exactly where I stand and how and which steps should I take to grow within the model. So why does my product score “usable” but not (yet) “convenient”?
For this we have developed an assessment ourselves, based on the Pyramid.
