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On this page:

  1. What is User Experience, anyway?

  2. How does it support the Digital Plan & Code of Practice?

    • does anyone want to help write this section?

  3. How does it fit into the way we work?

    • does anyone want to help write this section?

  4. How are we practicing it at the Digital Academy?

    • does anyone want to help write this section?

1️⃣
What is User Experience, anyway?

If Service Design supports the operations necessary to deliver a good customer experience, how can we break down what makes a good experience?

Enter: the UX Honeycomb, developed by Peter Morville. Why this model? Gathering UX resources can be tricky — sometimes there is a private sector slant that makes the resources incomplete, or sometimes downright irresponsible, for public service contexts. Public sector design needs to consider risk, harm, and accessibility for all vs. profit and competition (this is an oversimplification).

honeycomb w think feel use.webp
staircase of UX.png

THINK

FEEL

DO/ USE

USEFUL

VALUABLE

DESIRABLE

CREDIBLE

FINDABLE

ACCESSIBLE

USABLE

For an experience to be useful and valuable, we need to understand why we’re offering the experience and why someone is interacting with it.

The experience needs to solve real, whole problems and have impact.

What it entails:

What it entails:

  • Emotional Design

What it entails:

  • Trust

What it entails:

  • Information Architecture

  • Content Strategy

What it entails:

  • Universal Design

  • WCAG Accessibility

  • Inclusive Design Toolkit (Microsoft)

What it entails:

How to test/measure:

  • identify and measure UX metrics (link requires free account to Jared Spool’s platform)