A presentation at Service Design in Government 2017 in in London, UK by Peter Boersma
My
Peter Boersma
Service Design in Government - March 8-10, 2017 - London, United Kingdom
I am peter b oersma / @pboersma 1970 commodore 16 information ergonomics 20 years at interactive agencies
design process freak in-house UX strategist
I am peter b oersma / @pboersma hired by the City of Amsterdam as online product manager
to develop the concept for an online integrated customer view
and manage its user experience strategy and roadmap
I am an agenda
my amsterdam
prototype challenges lessons advice q&a
I am an elevator pitch for citizens, companies and institutes
the City of Amsterdam offers an online Integrated Customer View application which is a layer over a channel-independent application
I am an online integrated customer view for citizens , companies and institutes who want to know how they are registered with the City
who want to know (the history of) the status of service-processes they are engaged in
who want to (and are allowed to) take next steps in these processes
who don’t want to (or can’t) use other channels such as a service desk or call centre the City of Amsterdam offers an online Integrated Customer View application where their registered profile is shown
where the status of current and completed processes are shown
where information about, and links to, possible actions are given
where suggestions for other, relevant processes are made which is a layer over a channel-independent application with layers for other target groups , e.g. civil servants
with layers for other channels , e.g. mobile, service desks, call centre
with an underlying layer of webservices to support all applications My Amsterdam (online & personal) Integrated Customer View (not public & virtual) } }
I am an online integrated customer view the concept sketch
I am an online integrated customer view professional citizen the current situation - offline
product-specific application (for professional)
I am an online integrated customer view citizen product info & application forms professional the current situation - online ?
public website
product-specific application (for professional)
I am an online integrated customer view my profile product statuses My Amsterdam is a thin layer over product applications citizen product
My Amsterdam
product-specific application
(for citizen)
manage
account
edit
profile
login welcome product webservice
I am an online integrated customer view webservices are also connected to applications for professionals citizen professional product statuses product
product-specific application (for professional)
My Amsterdam
product webservice
I am an online integrated customer view a citizen’s context determines which products get suggested citizen professional product statuses suggestion my profile product info & application forms
suggestion engine
My Amsterdam
public website
product-specific application
(for citizen)
I am an online integrated customer view what we have designed, built & usability-tested so far 1 product status my profile product
1 product webservice
profile webservice
login webservice
welcome
login
suggestion engine
proof-of-concept
My Amsterdam
view
profile
1 product-specific application
(for citizen)
I am an online integrated customer view what we add for every product product status product product suggestion
web service
product-specific application (for citizen) product-specific application (for professional) suggestion rules
I am an online integrated customer view the collection of web services is the real integrated customer view citizen professional products
web service web service web service web service
I am an agenda my amsterdam
prototype
challenges lessons advice q&a
I am a prototype - welcome page
login for citizens login for employers welcome
I am a prototype - login using national digital ID
I am a prototype - My Amsterdam with statuses welcome current processes status and description view details
product name
I am a prototype - My Amsterdam with statuses suggestions finished processes
I am a prototype - product detail page (parking permit) product details product documents product actions
I am a prototype - product-specific application (parking) product details product documents product actions product line overview product line actions product line suggestions product line info
I am a prototype - my registered profile name core profile details core profile product profile data settings
I am a prototype - my registered profile name addresses marital status family nationality passports
I am a prototype - My Amsterdam with lot of statuses
I am a prototype - My Amsterdam with lot of statuses
I am a prototype - product-specific application (in-home care)
I am a prototype - product-specific application (in-home care)
I am a prototype - product-specific application (income)
I am a prototype - product-specific application (welfare)
I am a prototype - product-specific application
I am a prototype - product-specific application (taxes)
I am a prototype - product-specific application (deaths) funeral company profile this month’s registered funerals
I am a prototype - design pattern library
I am a prototype - design pattern library
I am an agenda my amsterdam prototype challenges - agile or waterfall?
I am a challenge - agile or waterfall?
I am a challenge - agile or waterfall ? “in Amsterdam, everything takes 3 months”
I am a solution - agilefall PoC basics roadmap (“backlog”) specific app specific app generic app improve basics specific app specific app specific app specific app specific app generic app specific app ? ? ? ? specific app generic app improve basics ? ? ? ? ? ? ? ? ? generic app Q1 Q2-Q3 Q4 concept Q4 waterfall agile waterfall agile waterfall agile 2015 2016 2017
I am an agenda my amsterdam prototype challenges - agile or waterfall? - make or buy?
lessons advice q&a
I am a challenge - make or buy? “we are not in the business of making software” Jan Flippo, Amsterdam’s CIO
I am a challenge
I am a challenge
I am
a challenge - make or buy? The “Easy Market” app was rolled out across all Amsterdam markets within 2 months of finishing the working prototype. login scan administration annotate payment
I am
a challenge - make or buy? The “Report Nuisance” app was tested with 150 users, is managed by the upholders and used by the neighbourhood. The number of resolved complaints has increased.
I am a challenge
I am a solution - make and buy formal process to prepare to buy PoC basics roadmap (“backlog”) specific app specific app generic app improve basics specific app specific app specific app specific app specific app generic app specific app ? ? ? ? specific app generic app improve basics ? ? ? ? ? ? ? ? ? generic app Q1 Q2-Q3 Q4 concept Q4
I am a solution - make and buy - market consultation
I am a solution - make and buy - market consultation
Market Consultation concluded: My Amsterdam is timely; expected by citizens & companies the software industry offers partial solutions and standardsin-house data-services need to be professionalised organisational impact means closer collaboration required organisation: “please minimise redesign of service processes” working agile is the preferred way
I am a solution - make and buy
Market Consultation recommended: build a modular system buy modules individually vs. one monolithic systemstart multiple projects for different (groups of ) modules define a governance model look around for similar initiatives elsewhere
I am an agenda my amsterdam prototype challenges lessons - checklists
I am a lesson - checklists shortcuts that we have taken proposed key performance indicators rules to prioritise additional products checklist for connecting products service concept (how we help the organisation)
I am a lesson - checklists shortcuts that we have taken proposed key performance indicators rules to prioritise additional products checklist for connecting products service concept (how we help the organisation)
I am a lesson - rules to prioritise additional products
3. promising business case (investments vs. savings) 4. we realise that politicians will influence priorities, but we cannot predict or measure that
I am a lesson - requests by users: citizen survey results survey about user needs (N=425) community to discuss attitudes (N=122) survey about My Amsterdam (N=438)
I am a lesson - requests by users: citizen survey results civil affairs taxes & charges garbage health & care parking & traffic leisure work & income education & youth permits those who selected more than 3 themes, were asked to select a top 3 (green) themes top 3
I am a lesson - requests by users: citizen survey results overall appeal overall usefulness intention to use archive appeal very high high neutral low very low
I am a lesson - checklists shortcuts that we have taken proposed key performance indicators rules to prioritise additional products checklist for connecting products service concept (how we help the organisation)
intake user & business goals are clear organisational unit is ready to build design & build the product status is available the application is defined & implemented everything is tested launch & maintain organisational unit is ready to launch rest of the organisation is prepared I am a lesson - checklist for connecting products
I am a lesson - checklists shortcuts that we have taken proposed key performance indicators rules to prioritise additional products checklist for connecting products service concept (how we help the organisation)
I am a lesson - checklists - service concept why do we do this? (execute parts of the organisational strategy) what services do we deliver? (maintain My Amsterdam, standards for applications, open-up data) how do we do this? (improve My Amsterdam, develop applications,
work with departments) who is involved? (design team in Service department, other roles elsewhere) when do we do what? (criteria, priorities, surveys, budgets)
I am an agenda my amsterdam prototype challenges lessons - checklists - connecting applications
I am a lesson - specifications for connected applications
Application factsheet (template)
APIs Technology Meetings Contacts Misc. I am a lesson - specifications for connected applications
I am a lesson - dashboard for connected applications product- specific application org design webservice live? readiness source state source state welfare ready internal final internal final beta in-home care busy internal mockups external connected no permits almost internal mockups external connected no land rights busy internal flows & mockups external sketch no taxes no external reviewed external sketch no parking no external reviewed external sketch no house values ready external reviewed external no no work & income busy external reviewed “internal” sketch beta
I am an agenda my amsterdam prototype challenges lessons - checklists - connecting applications - people
advice q&a
? I am a network of people My Amsterdam team launch committee product owners DevOps IT enterprise architects domain experts application providers service department UX lab process improvers application managers public website editors city hall desks privacy experts call center API developers other departments other channels
I am a network of people
I am an agenda my amsterdam prototype challenges lessons
advice
q&a
I am advice from Amsterdam
experiment
expand
explain
I am an agenda my amsterdam prototype challenges lessons advice
q&a
My
Peter Boersma
Service Design in Government - March 8-10, 2017 - London, United Kingdom
This year, an online service called Mijn Amsterdam (My Amsterdam) will be launched to provide citizens of Amsterdam with up-to-date information about the status of any interactions they have with their local government. The collective statuses create an integrated customer view that will allow civil servants to make better decisions for individual citizens as well as for the collective population. The service aims to connect citizens and government, but also to connect many information systems and partial user profiles - creating the integrated customer view.
In the process of defining, designing, implementing and evaluating the service, the team - made up of designers and developers, a few civil servants responsible for citizen-facing contacts and supporters from all over the city - has learned many valuable lessons.
In this presentation, I'll share some of them - they will be interesting for all designers of interactive systems, and the session is aimed at a wide audience.
for free. You
can too.