29 July 2017

Australian Government Digital Transformation Agency says no to surveys and focus groups

Be the first to share
Media
Business
Services
Social Issues

Leisa Reichelt, the Agency’s Service Design Lead, gives the four reasons, here summarised but we recommend you to read the entire post:

You can’t get authentic, actionable insights in a few clicks
Surveys and other analytics can be good at telling us what is happening, but less good at telling us why. Understanding the why is critical for service design.

Government services have to work for everyone
Surveys and focus groups are research techniques widely used in market research where we want to understand the size of a market and how to reach and attract them. But most of the time, designing government services is not like marketing.

It’s not about preference
Government services work when people understand what government wants them to do. Success also means they’re able to use the service as quickly and easily as possible without making errors. These are the outcomes that the user researcher needs to prioritise.

Setting real-life tasks is more valuable than ‘tell us what you think’
We used task-based usability as one of the main research tools when we are evaluating the design of digital services and iterating to improve them in the Alpha, Beta and Live stages. To do this we come up with examples of important tasks that people need to do to complete that service. We can do task-based testing in a moderated environment. This is where the user researcher is in the room (or on a video conference) with the participant and asking them about how they are interpreting the design and information as they move through the task. This helps us understand what people are thinking and why they are making the decisions they do and let’s us understand how to improve the design to work better.

Be the first to share
14 November 2019
User experience as legitimacy trap
User experience as legitimacy trap by Paul Dourish (University of California, Irvine) What would it mean to be able to undertake HCI in a way that made questions of ethics and values central? The central charge to HCI …
7 November 2019
User-Centred Design and Humanitarian Adaptiveness
User-Centred Design and Humanitarian Adaptiveness by Sofya Bourne ALNAP April 2019, 60 pages Gathering and acting on feedback from affected communities is a key means to identify potential triggers for change during the design and implementation of humanitarian programmes. …
5 November 2019
[Report] Shaping Choices in the Digital World
Shaping Choices in the Digital World From dark patterns to data protection: the influence of ux/ui design on user empowerment Jean Lessi (Publication Director); Gwendal Le Grand (Editor); Régis Chatellier, Geoffrey Delcroix, Estelle Hary, Camille Girard …
3 October 2019
The Design Council’s evolved Double Diamond
At the heart of the Design Council's framework for innovation, which helps designers and non-designers across the globe tackle some of the most complex social, economic and environmental problems, is its design methodology, the Double …
24 August 2019
Digital service teams in government
Digital service teams in government Ines Mergel, Professor of Public Administration, University of Konstanz, Germany Government Information Quarterly August 2019 National governments are setting up digital service teams (DST) – IT units outside the centralized CIO's office – to …
17 July 2019
The digital lives of refugees [Research report]
There is growing recognition among donors and humanitarian organisations that mobile technology and mobile network operators (MNOs) have an important role to play in the delivery of dignified aid. This includes providing digital tools that …
5 April 2019
The story of Spotify personas
Spotify's product designer Mady Torres de Souza and senior user researchers Olga Hörding and Sohit Karol explain how they developed their personas tool, how they use it today and why it’s so useful for an …
31 March 2019
Research findings send automated sentiment analysis to the trash bin
The age of social media has opened up exciting opportunities for researchers to investigate people’s emotional states on a massive scale. For example, one study found that tweets contain more positive emotional words in the …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

5 July 2019
Experientia on addressing vaccine hesitancy

Vaccine hesitancy is a top10 global health threat. Dealing with it successfully requires understanding it as a behaviour and generating a holistic view of people’s perspectives & ecosystems. This way we can identify the best opportunities for intervention. Here is Experientia’s position on vaccine hesitancy and our tailor-made support for the vaccine industry.

2 May 2019
MacArthur Foundation’s “100&Change” competition now calling for applications

100&Change is a MacArthur Foundation competition for a $100 million grant to fund a single proposal that will make measurable progress toward solving a significant problem. 100&Change will select a bold proposal that promises real progress toward solving a critical problem of our time. And it will award a $100 million grant to help make […]

19 March 2019
Interested in a career with us?

Then we are interested in hearing from you. We have several positions available for talented UX/UI and service designers who are passionate about creating world-class user experiences. Please see the job descriptions on our website for more information, and send us your CV with a cover letter statement about yourself, your experience, and what UX […]

22 December 2018
Our very best wishes for 2019! / Auguri da Experientia!
4 October 2018
Bringing​ ​patients into focus at the Roche Innovation Summit

Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “​Transforming the Healthcare Experience Together​”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]

13 June 2018
Invito: DesAlps design thinking workshop per la tua startup

Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]

See all articles