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BYO consulting uses design + technology to help our clients make the world a better place
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I’m Yasmin. I founded and run BYO.
Areas of ExpertiseGeneral Government and Public Policy; Veterans Services; Education; Libraries; Technology + Governance; Press and Politics; Community Building and
Organizing; Civic Engagement
Capabilities Research and Strategy Development; User Analysis; Conceptual Product Design; Social Innovation + Entrepreneurship; Business Development; Process
Improvement; Services Design
EducationMPP, Harvard Kennedy School of GovernmentB.A in Government, Cornell University
Prepared by BYO consulting LLC 2011
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We solve public problems through digital innovation. BYO was chosen to lead this project because of our strong background in government technology and our focus on solving public problems through human-centered digital strategy and design.
We focus on the user. Working across the government and non-profit sectors, we help our clients leverage social technology for the greater good by understanding their audiences and crafting impactful digital strategies, products and services that meet their needs.
We understand government and social change. We have deep expertise in government and social sectors, and our clients span a variety of sectors; from arts administration to aerospace, the media to the military, and architectural design to education reform – we speak our clients language. We understand their motivations. We feel their challenges. And we take great delight in crafting innovative solutions that solve their problems in meaningful and engaging ways.
Prepared by BYO consulting LLC 2011
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We design strategies and products…• Digital Technology Product Requirements • Public Services • Social Media Engagement• Training and Curriculum• Web Development • Graphic Design
…using human-centered research and design techniques: • Interviews • Field Observations• Focus Groups • Surveys • Design Charrettes • Ideation Sessions and Workshops • Desktop Studies • Literature Reviews• Quantitative // Qualitative Data Analysis
Prepared by BYO consulting LLC 2011
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We have some awesome clients and partners:
Prepared by BYO consulting LLC 2011
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MA Veteran and Family PortalHuman-Centered Digital Service DesignBYO consulting Case Study
Prepared by BYO consulting LLC 2011
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Project Goal: design the requirements for a portal that improves the online lives of veterans and their families.
Project Sponsors: Massachusetts Broadband Institute (MBI), MA Department of Veteran’s Services, and the Homebase Program
Design Timeline: January – August 2011
Website Launch: May 2012
Prepared by BYO consulting LLC 2011
We use a human-centered model to design our strategies
People
Products
Organizations
Eco-System
What do your stakeholders care
about? What are their motivations? How can
we innovate while meeting their needs?
How can we ensure that the project meets
our intended organizational goals while engaging our
audience?
How can we leverage the expertise and
resources from the organization to support
this project? What are our funding
and sustainability constraints?
What are the political, policy, managerial and legal contexts in which our efforts take place?
What is the context within which we are
operating?
We believe that the most effective products and services are those that tap into the needs, desires, behaviors, and motivations of their intended audience.
However, in the government / social sector, the funding, policy and political ecosystem, organizational constraints, and project capacities are all important factors to include in the analysis.
Project Kick-off
Discovery
Design Sign-off
Refinement
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Our design process started with participatory ideation and ended with focused user input
HOW IT WORKS - We start by collecting data and running ideation sessions with stakeholders to develop a large solution set. Then we test those potential solutions with our core users through
design charrettes, site visits, and focus groups to refine and select the most meaningful solution.
Discovery: desktop studies, user surveys, and expert interviews
Refinement: design charrettes, site visits, focus groups
Most meaningful solution
Prepared by BYO consulting LLC 2011
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Project Kick-off Discovery Design Sign-offRefinement
Jan April
JuneFeb March May July2011
VA Portal Design Tasks and Timeline: 1. Project Kick-off (Jan)
1.1. Project Management Structure
1.2. Confirm Methodology
1.3. Organizational/Stakeholder Analysis
2. Discovery (Feb – March)
2.1. Inventory of Veterans Websites
2.2. Desktop Study
2.3. Expert Interviews (veteran’s community + gov/tech community)
2.4 User Surveys
3. Refinement (March – June)
3.1. Design Charrette
3.2. Needs Assessment (focus group)
4. Design Sign-off (June – July)
4.1. Development of Final Requirements
Prepared by BYO consulting LLC 2011
11Prepared by BYO consulting LLC 2011
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There are many resources and supports available for veterans:
Food, Women’s Issues, Legal Service, Healthcare + Mental Healthcare, Recreation, Housing, Financial and Tax Services,
Educational Credits, Employment, Transportation, Faith, MA Dept of Veterans Services, Veterans Administration, Department of Health
and Human Services, VA Hospitals, etc...
However, the eligibility and application process can be prohibitively complicated.
Prepared by BYO consulting LLC 2011
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“Tell us what we need to know; don’t make us look through complicated information that doesn’t apply to us.”
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Furthermore, veterans and their family members use the web, and are used to
the clarity of commercial websites.
They want to be able to get everything done easily online.
Prepared by BYO consulting LLC 2011
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“Zappos knows what I want…why don’t you?
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While we can give veterans more clarity, we are unable to build a transactional system as an external organization.
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STAGE OF DEVELOPMENT REQUIREMENTS1. Presence Simple posting of information
2. Interaction (i.e. “2.0”) Turning words into data
3. Transaction (aspirational goal) Authority over dispensing benefits
Our organizational analysis showed us that we were limited to working at the 1st and 2nd stages of development:
Prepared by BYO consulting LLC 2011
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Even though younger users reported that their primary method of obtaining
information about resources is through other veterans…
Prepared by BYO consulting LLC 2011
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“We helped each other in combat, and we help each other at home.”
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…the majority of veterans in Massachusetts are elderly.
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20 25 30 35 40 45 50 55 60 65 70 75 80 85 900
10000
20000
30000
40000
50000
60000
70000
Age of Veteran
Num
ber o
f Vet
eran
sThere are 400k+ veterans in Massachusetts, the majority of
whom are >50
Prepared by BYO consulting LLC 2011
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The portal will untangle the benefits and services process for veterans, creating a “TurboTax” for veterans benefits and services, giving them easy access to the critical information they need and deserve.
Prepared by BYO consulting LLC 2011
Prepared by BYO consulting LLC 2011
FROM:
empty jargona generic experience based in static text
from pamphlets and websites
point of entry = info about the benefit/service
TO:
plain englisha personalized online experience that responds to the unique needs of individuals
point of entry = information about the veteran or family member
quantity even though a veteran might only be
eligible for a small number of benefits and services, they still have to comb through the
1000s that exist
reliance veterans often rely on others to recommend
services because the benefits research process is exhausting
uncertaintyveterans are unsure if they are eligible for
the benefits they are interested in
qualityveterans will only be presented with specific benefits and services that are relevant to them and for which they are eligible
independenceveterans will be able to quickly and simply navigate a site and help others do the same
confidenceveterans will feel confident that the recommendations they receive are targeted and robust
How accessing information about benefits and services online will change:
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Prepared by BYO consulting LLC 2011
Input Information:
1
Unlike traditional search functions that utilize category or keyword searches, the Portal will guide users through a diagnostic process. By asking questions in simple language about their current condition, the Portal will map to all relevant benefits and services for which they are eligible, leaving out those which are irrelevant for the user.
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The features.
The Portal be based on a new database of Federal and Massachusetts veterans’ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve.
Receive Recommendations:
Rate Quality:
As the veteran // family member completes the diagnostic questionnaire, the user will be presented with recommended services along with concrete steps to take to access those benefits. Finally, the user will be able to save, print or email the list and associated documentation.
Although veterans expressed an interest in working together, they already use a number of popular social networking sites. Accordingly, on our site veterans will be able to: 1) leave comments on services and benefits 2) “like” a benefit or service. These ratings will be visible to all users of the site, giving them the opportunity to help their peers without developing yet another social networking site.
2 3
Prepared by BYO consulting LLC 2011
Input Information:
1
Unlike traditional search functions that utilize category or keyword searches, the Portal will guide users through a diagnostic process. By asking questions in simple language about their current condition, the Portal will map to all relevant benefits and services for which they are eligible, leaving out those which are irrelevant for the user.
26
The features.
The Portal be based on a new database of Federal and Massachusetts veterans’ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve.
Receive Recommendations:
Rate Quality:
As the veteran // family member completes the diagnostic questionnaire, the user will be presented with recommended services along with concrete steps to take to access those benefits. Finally, the user will be able to save, print or email the list and associated documentation.
Although veterans expressed an interest in working together, they already use a number of popular social networking sites. Accordingly, on our site veterans will be able to: 1) leave comments on services and benefits 2) “like” a benefit or service. These ratings will be visible to all users of the site, giving them the opportunity to help their peers without developing yet another social networking site.
2 3
Prepared by BYO consulting LLC 2011
Input Information:
1
Unlike traditional search functions that utilize category or keyword searches, the Portal will guide users through a diagnostic process. By asking questions in simple language about their current condition, the Portal will map to all relevant benefits and services for which they are eligible, leaving out those which are irrelevant for the user.
27
The features.
The Portal be based on a new database of Federal and Massachusetts veterans’ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve.
Receive Recommendations:
Rate Quality:
As the veteran // family member completes the diagnostic questionnaire, the user will be presented with recommended services along with concrete steps to take to access those benefits. Finally, the user will be able to save, print or email the list and associated documentation.
Although veterans expressed an interest in working together, they already use a number of popular social networking sites. Accordingly, on our site veterans will be able to: 1) leave comments on services and benefits 2) “like” a benefit or service. These ratings will be visible to all users of the site, giving them the opportunity to help their peers without developing yet another social networking site.
2 3
Prepared by BYO consulting LLC 2011
Input Information:
1
Unlike traditional search functions that utilize category or keyword searches, the Portal will guide users through a diagnostic process. By asking questions in simple language about their current condition, the Portal will map to all relevant benefits and services for which they are eligible, leaving out those which are irrelevant for the user.
28
The features.
The Portal be based on a new database of Federal and Massachusetts veterans’ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve.
Receive Recommendations:
Rate Quality:
As the veteran // family member completes the diagnostic questionnaire, the user will be presented with recommended services along with concrete steps to take to access those benefits. Finally, the user will be able to save, print or email the list and associated documentation.
Although veterans expressed an interest in working together, they already use a number of popular social networking sites. Accordingly, on our site veterans will be able to: 1) leave comments on services and benefits 2) “like” a benefit or service. These ratings will be visible to all users of the site, giving them the opportunity to help their peers without developing yet another social networking site.
2 3
Prepared by BYO consulting LLC 2011 29
What we got rid of.
• Include social elements, including but not limited to photo and video sharing, social networking, commenting, rating, tagging, forums, etc.
• Calendar functions.
• Community announcements.
• Connect with external social networking sites (facebook, twitter, etc).