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
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
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.