Great user experience is no longer optionalPeter Krantz

Users demand better usability

"The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use."

Context of use: government / private sector as silos

Government Private sector

Context of use: government / private sector as silos

Government Private sector

Case: relevant context to find a school?

At the municipality website?

…or when looking for a new house?

Use open data and open API:s to enable services in

multiple contexts

Government

Data in Data out

Design not just what it looks like and feels like. Design is how it works.

— Steve Jobs

Challenges1. Standardization of information

2. Linking/connecting data from multiple government organizations to enable more advanced use

3. Trust4. Design thinking – managers need to adapt

5. Legislation with counter intuitive user experience requirements

Legislation with counter intuitive user experience requirements

“Why a two step process to register and apply for temporary parental benefits for care of a sick child?”

Was the intended consequence to influence

how the service was designed?

1. What do you think eGovernment will look like in Sweden 2030?

2. What's the greatest benefit with that scenario?

3. And what's the biggest challenge?

1. What do you think eGovernment will look like in

Sweden 2030?

e

Design is an integral part of lawmaking

Friction free public services by autonomous agents

Government organization irrelevant for service design

and delivery

Massive amounts of data exchanged within and

outside government – users care less about privacy

2. What's the greatest benefit with that scenario?

“The good society”*

* Dwight Waldo, 1979, The Enterprise of Public Administration

3. And what's the biggest challenge?

Massive amounts of data exchanged within and

outside government – users care less about privacy