Description
As a usability specialist or interaction designer working with the government, or as a government or contractor professional involved in specifying, procuring, or managing system development, you need this book. Editors Elizabeth Buie and Dianne Murray have brought together over 30 experts to outline practical advice to both usability specialists and government technology professionals and managers.Working with internal and external government systems is a unique and difficult task because of of the sheer magnitude of the audience for external systems (the entire population of a country, and sometimes more), and because of the need to achieve government transparency while protecting citizens' privacy.. Open government, plain language, accessibility, biometrics, service design, internal vs. external systems, and cross-cultural issues, as well as working with the government, are all covered in this book.- Covers both public-facing systems and internal systems run by governments- Details usability and user experience approaches specific to government websites, intranets, complex systems, and applications- Provides practical material that allows you to take the information and immediately use it to make a difference in your projects
Table of Contents
IntroductionChapter 1: A Brief History of User Experience in Government SystemsPART I: Public-facing SystemsIntroductionChapter 2: Usability of Public Web SitesChapter 3: Usability and Government 2.0Chapter 4: UX of TransactionsChapter 5: Privacy and the CitizenPART II: Internal SystemsIntroductionChapter 6: Usability in Defense SystemsChapter 7: Emergency Response in Simulated Terrorist AttacksChapter 8: National Critical InfrastructuresChapter 9: Legislative Drafting SystemsPART III: UX Issues Common to Both Public and Internal SystemsIntroductionChapter 10: Content StrategyChapter 11: Plain Language in GovernmentChapter 12: Ensuring Accessibility for People with DisabilitiesChapter 13: Mobile AccessChapter 14: User Issues in SecurityChapter 15: Usability of Biometric SystemsPART IV: Procurement and DevelopmentIntroductionChapter 16: Getting UX into the ContractChapter 17: ISO Standards for User-Centered Design and the Specification of UsabilityChapter 18: User-centered Requirements DefinitionChapter 19: Models as Representations for Supporting theDevelopment of e-ProceduresChapter 20: Evaluation in Government EnvironmentsChapter 21: Adapting e-Gov Usability Evaluation to Cultural ContextsPART V: Wider ConsiderationsIntroductionChapter 22: Design for PolicymakingChapter 23: Service Design and Channel ShiftingChapter 24: UX and e-Democracy in AsiaClosing ThoughtsResources, Glossary & Acronyms
