measuring and improving e-government service usability and...
TRANSCRIPT
MEASURING AND IMPROVING
E-GOVERNMENT SERVICE USABILITY
AND USER EXPERIENCE IN IRAN Dr. Kaveh Bazargan
Assistant Professor in HCI at SBU (I.R. of Iran)
User Researcher at UX R+D Tehran
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France
2 2
Table of contents & background
Introduction: end-users and HF
Global Human Factors (HF) Holistic Framework and Model
Global HF Challenges: Usability and User Experience (UX)
Measuring usability and UX at national and global scales
Measuring and improving usability and UX at UX R+D Tehran Lab
Action plans for improvements:
Creating and proposing a national UX pedagogical roadmap
Developing a national UX Community of Practice (CoP) via strategic alliance partnership between SBU, ITO, ETSI TC HF and other relevant stakeholders
Aknowledgement: Iran Information Technology Organization (ITO) grant
2
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
2
3 3
Introduction: end-users and HF 3
“Designing for experiences is fundamentally about people, their
activities, and the context of those activities...” (Anderson, 2009)
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
3
“Understanding e-government is not a question of understanding
technology, but rather grasping the concept of citoyenneté.” (Humbourg, 2008)
“Knowledge is power and power is knowledge as far as it is shared.” (PEDAGOGY.IR, 2005-2014)
4 4
Global HF Holistic Framework :
Fundamentals of Experience Design 4
(S.P. Anderson, 2009)
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
4
5 5
5
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
5
Global HF Holistic Model:
Artifact, User, Task, Organization, Situation
(Boy, 2013)
6 6
6
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
6
(Boy, 2013)
Global and National HF Challenges:
Improving Usability & User Experience (UX)
7 7
7
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
7
Question N.1: Is improving Usability & User UX a strategic
priority for ETSI? - Response N.1: Yes thanks to ETSI TC HF!
http://www.etsi.org/news-events/news/404-news-release-12-july-2012
http://www.etsi.org/news-events/events/737-etsi-hf-ws-2014
8 8
8
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
8
Question N.2: Is improving Usability & UX a strategic priority
for ITU? - Response N.2: Implicitly yes, but not explicitly,
based on the daft text of the ITU Strategic Plan 2016-2019
http://www.itu.int/en/council/wg-sfp/Pages/contributions-sp-draft-text.aspx
(ITU, 2013)
9
Users: selected countries population
statistics (World Bank statistics) 9
Data from World Bank
Last updated:
May 7, 2014
76.4244 (2012)
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
9
10
Situation: fixed (wired) Internet
subscriptions per 100 inhabitants 10
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
10
11
Artifact: Internet (percentage of
individuals using the Internet) 11
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
11
12
Users: National Internet users (percentage of
individuals using the Internet in the I.R. of Iran) 12
Data from
matma.ir / ITO
Based on ADSL
Penetration rate:
10.89 %
Data from
matma.ir / ITO
Based on
Cellphone
Penetration rate:
30.11 %
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
12
13
13
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
13
(*) Definition: Individuals have used Internet, in the last 12 months, for interaction with public authorities. It includes obtaining
information from public authorities web sites, downloading official forms and sending filled in forms.)
Task: interacting online with public national authorities
Organization: public national authorities
14
14
Measuring online usability at national and global
scales: online usability study in EU28+ countries
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
14 (EU, 2014)
FINLAND (2013)
ITALY (2013)
Online availability: indicates if a service is online. Ranging from offline (0%), only information
online (50%), fully online (100%).
Online usability: indicates if support, help and (interactive) feedback functionalities are online.
Also includes quality assessment by researchers on ease and speed of use.
15
15
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
15
(EU, 2014)
FINLAND (2013) ITALY (2013)
Measuring online usability at national and global
scales: online usability study in EU28+ countries
16
16
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
16
Measuring online usability and user experience
at UX Research+Design (UX R+D) Tehran Lab
17
17
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
17
Measuring online usability and user experience
at UX Research+Design (UX R+D) Tehran Lab
Expert reviews
Competitive analysis & benchmarking
Usability inspection & accessibility audits
User research
Usability evaluation & testing
User experience evaluation
18
18
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
18
Assessing and evaluating User Experience
Maturity at UX R+D (Research+Design) Tehran
19
19
Action plan (1): creating and proposing a national
UX pedagogical roadmap
19 ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
19
“Knowledge is power and
power is knowledge
as far as it is shared.”
(PEDAGOGY.IR, 2005-2014)
20
20
Action plan (2): developing and constructing a national UX
Community of Practice (CoP) via strategic alliance partnership
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
20 (EU/INSEAD, 2011)
SBU
ITO
SBU
ITO ETSI
TC HF ETSI
TC HF
21
21
(*) Aknowledgement: research grant provided by
Iran Information Technology Organization (ITO)
ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]
http://www.itu.int/wsis/implementation/2014/forum/agenda/
21
Iran ICT Ministry
Iran Information Technology Organization
(ITO)
http://www.itc.ir
22
22
Thank you all for … knowledge sharing!
Dr. Kaveh Bazargan
Assistant Professor in HCI at SBU (I.R. of Iran)
User Researcher at UX R+D (Research + Design) Tehran
Email: k_bazargan @ sbu.ac.ir
LinkedIn: http://ir.linkedin.com/in/kavehbazargan
22 ETSI TC HF workshop on Human Factors in ICT, 2-3 June 2014, Sophia Antipolis, France - [email protected]