Humanising interactions with government.



In an interview titled 'Humanising behemoth websites' – Charlene spoke to RNZ’s Kathryn Ryan today about using human centred design thinking to improve interactions for citizens, customers and users of government sites and services. 

In reference to the benefits of research and DNA’s goal-directed design approach, Charlene talked about balancing business goals (efficiency and lower cost to serve) and user needs and goals.

Organisations can over time become focussed on delivering their services efficiently, and risk becoming more and more distanced from their users, within understanding their needs and in delivering in simple and easy ways. Charlene talked about a fundamental need to research users situations when considering where and how to invest in improving, rebuilding or innovating services.

Removing complexity often means rethinking models and the ways that users want to access products or services. Asking where you fit in the lives and priorities of users is crucial – especially when your users are highly reliant on you, or where you may be the only way for users to access services.

Charlene expanded on the challenges and eventual outcomes for both our work on Immigration New Zealand's online visa selection and application process and MBIE's cybersecurity reporting tools for CERT NZ.

The judges of this year's Best Awards said this of the CERT NZ experience which was awarded best of Discipline in the Interactive category:

"This entry places the spotlight squarely on a real, urgent problem. The site’s progressive-disclosure model works brilliantly to guide the reader through, and the simplicity of layout works perfectly to bring clarity to its text-heavy content. Its sensitivity to typography and a strong understanding of hierarchy and content flow all contributed to this being the judges’ pick for the best interactive work in 2017. It is inspiring to see a brief taken to this level with a resulting outcome that is approachable, easy to consume, never overwhelming, and user-focused above all else. Here’s to pushing the limits of not only government sites, but large-scale digital projects full stop".