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
Description

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
Table of Contents

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

Book details
ISBN: 9780123910639
Page Count: 440
Retail Price : £46.99

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

Audience

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