It is no secret in the Federal Government that focusing on user experience is not a major concern within government information technology programs. In addition, some of its tenets seem on the surface to run counter to conventional wisdom in the acquisition community. Many times, federal agencies face the constraints of the government acquisition environment and thus don’t believe that its programs can have the same look and feel as commercial programs.

However, in Roundarch’s experience as a digital design organization, the techniques and tools of user experience can most definitely be applied in government projects and can be made to fit within federally mandated acquisition practices, regulations and processes. We often find in major government programs there are very large opportunities to improve with a relatively low investment.

Here we address several common concerns that prevent government agencies from embracing user experience for information technology programs.

1. The Government is not selling anything, so user experience is not relevant.

In the private enterprise world, increasing revenue is only one of many quantifiable benefits of user experience. Other benefits that the government can enjoy include increased user adoption of cost-saving self service capabilities, reduced training and support costs, timeline length and risk—resulting mainly from reduced rework and defect resolution. There are many benefits specific to certain missions, such as increased recruiting leads for the military branches, reduced errors in military deployment that require rework and reduced supply chain cost through better visualization of data.

2. The Government actually needs more software developers, not “designers.”

Software programs more often fail not because they have too few developers, but because the developers build something that is inconsistent with the true success criteria for the program. The success of the program is almost always linked to enabling end users in some task, whether that is renting a car, scheduling a medical appointment or adding evidence to a case file. It is the role of the user experience professional to design a site or application focused on those end user needs. This will save development time throughout the project lifecycle.

3. “Iterative prototyping” sounds like it would cause “scope creep.”

Actually, most of the time the opposite is true and through a process of disciplined iterative prototyping scope is more effectively controlled. Sometimes the design team identifies features missing from the requirements that are actually critical to success and would have to be added as rework later in the project lifecycle. Sometimes the team identifies, usually through user testing of clickable prototypes and wireframes, features that add little value. In both cases, because the team is working with visual depictions of the functionality, it is actually easier to recognize when scope changes are introduced and then to facilitate their prioritization.

4. It does not matter because we can “require” our people to use the site/application.

There are relatively few systems for which the government can mandate usage and actually expect it to happen. And even in these situations, when the user experience does not compare well relative to expectations, the cost in backlash can be substantial. In most situations the government launches a new “tool” to replace something that already exists which may be a paper-based process or an online system of an earlier generation. Even if the new application is mandated the conversion will go faster and require less training and help desk support cost if the user base wants to use the new tool because there is something in it for them, like being able to do their jobs easier.

5. How do you ensure compliance with the requirements in the contract?

For most projects the team uses tools such as “requirements traceability matrices” and/or “scope maps” that map the design to the requirements under contract. Because the design documents are visual artifacts, user centered design makes it easier for program managers and delivery resource managers to identify changes or omissions in scope and thus react to them. In other words, the user centered design process and its design artifacts make it easier to manage scope and ensure compliance with the contract.

6. The “look and feel” is the easy part; anyone can do this.

If this is true, why is there so much variation in the quality of user experience among web applications? Any frequent user of the web can attest to the fact that some are uniquely useful and valuable to their users and some are impediments at best. Some of the most disparaged user experiences on the web, both within government and the private sector, were built by large, well-funded organizations who presumably were attempting to put their best foot forward.

7. We must focus on integrating the data.

Many government programs face tough integration challenges. This is often the result of building new technology silos for each information technology acquisition program. We see user experience as a way to address the integration challenges in the government. On the public internet, web applications frequently “mash-up” multiple back-end systems or “services” in a common user experience. This is an increasingly viable model in government as well.

8. We have to comply with Section 508 accessibility requirements, so we are very limited in what we can do on the user interface anyway.

Web development technology is advancing rapidly and it is now possible to implement a very elegant web user experience that is fully accessible. This can even include very advanced Javascript-enabled features that in the past could not be made accessible. It is simply no longer true that Section 508 requirements mean the team must design to a lowest common denominator. There is tremendous flexibility to meet accessibility requirements today and we expect that this trend will only continue forward with future releases of development platforms such as Adobe Flash, Adobe Flex, Microsoft Silverlight and HTML 5

9. We do not have time to do user experience since our delivery timelines are very short.

A user centered design process well executed by skilled professionals, will speed the project, not slow it down. This is especially true once re-work is factored in. When there is no focus on user experience someone still has to design the user interface. So that is generally done by a developer/engineer who is unfamiliar with best practices in interface design and who is not equipped with the right inputs from users to “inform” the design. The person is not using tools specialized to the task or creating the kinds of artifacts that can most easily be tested with end users and reviewed by stakeholders. So the design work happens anyway, but it is just severely handicapped.

10. We require CMMI Level X, so we are getting this level of support already.

The popular CMMI process quality certification does not require skillsets, tools or processes specific to the design of user experience. If a CMMI Level 5 certified software development organization followed its processes but did not incorporate user centered design and specialized user experience skillsets, they are likely to deliver a system that meets the letter of the customer’s requirements but serves users with a subpar experience and thus fails to achieve success.

In Roundarch’s experience with a wide range of private and public sector clients we have found that focusing on User Experience not only delivers better business/mission results, but does so in less time and at lower cost. Moreover – focusing on User Experience reduces the risk of simply missing customer expectations. The iterative, early prototyping and testing inherent in a well-run user interface project ensures that the features are on target with the expectations of stakeholders as well as the very granular needs of each user community. Unfortunately, today very few government information technology acquisitions include User Experience skills in their requirements or evaluation criteria. This represents a tremendous opportunity to improve the efficiency and effectiveness of government and it is one we hope government organizations will avail themselves of.

Enhancing Customer Experience and Retention in the Digital Realm

In recent years, customer frustration of converting a purchased product into an actual usable experience has given rise to the concept of “unboxing,” a stage in the customer journey focused on assisting the customer in product delivery, setup and use, after the purchase. Retailers have seized this opportunity by investing greatly in unboxing offerings like Best Buy’s “Geek Squad.” By fulfilling this complete end-to-end service, customers are more likely to report a positive experience leading to increased brand loyalty. Our experiences at Roundarch with designing and developing cutting edge solutions for some of the world’s largest brands have shown to us that this same principle can be applied to online and digital experiences.

When designing and deploying new digital offerings, retailers can  follow three key unboxing principles to maximize customer retention and  brand loyalty;

• Avoiding “wrap rage”
• Choosing when and how to provide an “instruction manual”
• Assisting a customer with effective setup and configuration

Avoiding “Wrap Rage”:

Unwrapping a new product is exciting but cleaning up the shipping and packaging materials can be tedious and annoying. Similar to physical products, digital applications also come with wrapping, from legal disclaimers to complex user registration processes, splash screens, and disruptive advertising. Taking creative approaches to when, where, and even how to present users with these important and often necessary site components will help to avoid “wrap rage” and lead to a more pleasant experience.

As examples, first start by deciding if the customer needs to go through any disclaimer steps at the onset of their first visit. Some forms and registrations could be delayed, allowing the customer to quickly immerse themselves in the site first. For the necessary information, consider creating a more translucent and asynchronous panel-based approach rather than an obfuscating multi-screen experience, to allow for a simple and pleasant user experience.

Providing “Instruction Manuals”:

Most often instruction manuals are quickly glanced at then tossed aside, demonstrating the customer disregard for their need. However, simply finding the manual is critical – it tells the customer that help is available if needed, and often times it is. With the emergence of new digital technologies, some retailers are increasingly concerned that a new customer to their site will not understand how to use its various features and will require an instruction manual.

Like an instruction manual, a splash screen approach during the first use of a website can often insult the customer as to their web intelligence; they typically end up equally disregarded. However, help may still be needed, and providing an effective visual site layout and design, including imbedded “how-to” information architecture will allow for this help to be easily attained without becoming an obstacle or insulting the user.

Setup and Configuration:

Often times purchases are based on an existing product or demo, be it in the store, from a friend, in advertising, or otherwise. More often then not, the purchased product will not be exactly the same as the demo when first taken out of the box as is a certain amount of setup, configuration, and customization that went into the demo.

Many site experiences either require or benefit from customization for instance: the ability to alter the site skin, selectable pertinent content modules, change entering site preferences and personalize defaults. When designing the site, take the time to determine appropriate default configuration profiles and develop a strategy for default states and configurations such that when a customer visits for the first time, the site is already configured for use. A site that is already customized for use will yield a more positive customer experience and improve brand loyalty.

Though the physical product realm and digital offerings continue to mature as equal partners, to date, their relationship is predicated on the digital realm’s role in serving mostly as a conduit to the acquisition of the physical product. In improving our digital offerings, however, it is important to place equal emphasis on the two – the digital experience should be thought of as a product itself. As such, we can learn quite a bit from lessons in the physical realm, including the power of unboxing in improving customer experience and brand loyalty. Helping a customer more quickly, painlessly, and enjoyably experience a new digital offering by providing adequate support along the way can make all the difference as to whether or not they come back.

Juan Bonfante is a senior developer at Roundarch and a guest author for Tech Cocktail.

Technology Agnostic: Developing In An Adapting World

By: Juan Bonfante

As a web developer I’ve noticed that over the past five to eight years, a trend to develop applications that can run ubiquitous of their environment. With the rising popularity of cloud computing and the emerging mobile markets, enterprise clients have started to move away from the model of building web applications that would only run on one or two particular browsers, in order to create dynamic applications that can run virtually on any device, without degrading their brand or the user experience. And while this idea now permeates all aspects of our daily lives, as a developer this can almost seem like an insurmountable challenge. As a developer how do you keep up with all of the new languages, frameworks, and API’s out there? How do you become technology agnostic?

Read the full post here.

What if your mobile device could listen to the world around you and activate actions based on your preferences?  The actions could initiate a number of capabilities on your mobile device from displaying a map to executing a purchase transaction.  If you own a smart phone, you are one of 45.5 million mobile consumers that have devices with the capability of processing sound signals.  The device simply listens through the microphone, captures a sound signal then translates the signal into a digital signature which is used to lookup a corresponding command for that signature.   This capability is perhaps one of the most seamless ways to interact with the digital world- no wires, no configurations, no typing… just listening.   The opportunities are very exciting.  As you work through the rushing ideas, you will begin to realize that many possibilities have been addressed by other means… but not all.  Let’s explore some of the benefits and practical applications for this particular concept.

At this stage in our human-computer evolution, due to the mobility of computers, most of us may excuse ourselves from a social setting to interact with our devices in the middle of an otherwise social event.  Some are even less well-mannered than that.  I recall going to an Interactive SXSW conference the year after Twitter made its social media debut.  What struck me most about that conference was how ironically anti-social some of the etiquette was.  Online, real-time socializing seemed to be where the excitement was.  Sure, most people were very friendly, but they were also frequently buried in their mobile devices attempting to stay connected.  There has to be a better way to use your device more seamlessly in a social setting.  For starters, imagine if you are at a conference like that and you didn’t have to type anything into your mobile device to register for a Twitter feed of a favorite presenter.  Or, imagine sharing your contact information during a meeting with a new team, without Bluetooth configuration, using sound commands between devices- passively, as a matter of habit.  You just saved a bunch of time without disrupting the social interaction.

While there are many potential applications for mobile devices, including tablet pcs, the sound command paradigm may be best leveraged by a sort of broadcast scenario.  A situation where you have a captive and targeted audience that may want to know more about what you are broadcasting.   When you use this formula, the possibilities become a little more focused without straying into the paradigms already addressed by QR codes, SMS text messaging and Bluetooth capabilities.  Here are some thoughts:

• Radio – Synch the listener to related information of the broadcast, supplementing the experience with visuals.

• Auctions – Synch the audience to additional details of a product on display.

• Public Service Language Translation – Metro trains could broadcast sound signals that will render transit and location information on your device in your chosen language.

There are some really exciting opportunities to explore.   While sound will not address all of our computer interaction deficiencies, it is a big step in that direction.  Over time, I’m sure these capabilities will become much more robust and wide-spread.  We’ve got a lot to look forward to.

Read the full white paper here.

The first Google Technology User Group meeting in Chicago kicked off on Friday July 10 at Google offices on 20 W Kinzie, Chicago. Although it was sponsored by Google, the meeting talks and discussions were not restricted to Google technologies. Everything from Google AppEngine, iPhone development, and Twitter apps were fair game. That said, Google technologies were definitely the main focus. Many talks showcased how easy it was to get a web app up and running using Google technology. A ragtag group of developers, students, entrepreneurs, and business folks totaling around 80 showed up. The event was organized by Uki Lucas from the Revere Group (right across Roundarch offices) and consisted of 9 talks. Here were the topics:

• GData, Guice, Google collections
  Gregory Kick (Google.com)
• Project hosting on Google Code
  Nathan Ingersoll (Google.com)
• GWT and Google AppEngine, Photo Carousel example Widget
  Jordan Beck (Revere Group)
• Facebook for Google Web Toolkit
  David Wolverton (Revere Group)
• Maven2 dependencies with Google Web Toolkit
  Trevor Skaife (Revere Group)
• Google Friend Connect for Google Web Toolkit
  David Wolverton (Revere Group)
• Building mobile applications with Android
  David Lo (Revere Group)
• Building application with iPhone
  Phil Wodarczyk (Revere Group)
• How to Build a Viral Twitter Application
  Pek Pongpaet (Roundarch)

All in all, I thought it went really well. People were really engaged and I’m already looking forward to the next one. No plans have been made as to when it will be but consensus was that it will probably be a quarterly event. It’s great to see a strong developer community interested in cloud services and sharing knowledge in general.