Building UX… the role of Digital Service Standards

J Satyanarayana26 Feb 18

Digital Indiashould move

… from building systems to

… building eco-systems

A 2-Speed Model for

Digital Governance

Architecture at Macro-level

Service Standards at Micro-level

+IndEAfor ONE Government

DSSfor a rich UX

DSSfor a rich UX

Vision of the Digital Service Standard

to define a National Standard, to ensure

Consistency, Comprehensiveness & Excellence in the

Definition,

Realization,

Measurement &

Governance

of Digital Services

“

”

Digital Service Life-cycle

A. Define

1. Description

2. Classification

3. Prioritization

B. Realize

4. Design

5. Development

6. Delivery

C. Measure7. Measurement

8. Assessment

Digital Service Standard spans all the 4 Phases and the 10 Steps

Define Realize

MeasureGovern

A

C

B

DD. Govern

9. Governing DSS

10. DSS Strategies

Structure of DSS

4 Phases

10 Activities

25Attributes

63

Areas for Standards

82 Standards

64 Principles

21 Guidelines

UX - the most important requirement of Digital Service

UX

Useful

Usable

Findable

CredibleDesirable

Accessible

Valuable

7 Attributes of a good UX

1. Useful

• Provides Economic, Social or Personal

benefit

2. Usable

• Efficient, Effective and Convenient

3. Findable

• Omni-channel presence

• Widely known

4. Credible

• Accurate, Trustworthy, Secure

5. Desirable

• Has a good Brand Value, Image &

Aesthetics

6. Accessible

• Recognizes the special needs of

differently abled and people in

remote areas

7. Valuable

• Provides high return on user-effort

Thank You