IA Summit 2018 Main Conference TalkTopic(s): case studies, collaboration, government, service design, and UX
We’ve learned a lot about how to invite everyone into the design process, and changed our approach a bit to fit into theirs.
What happens when we introduce design workshops, usability testing, field observations and other UX/IA/UCD approaches in projects to change how voter registration works? Turns out that it’s possible to bring government lawyers, rights advocates, and government agency staff together to solve the tough problems of implementing a new law.
This session will look at how to not only manage a complex and diverse group of stakeholders, but get them engaged as active partners in the design work of getting the user experience right, through a case study of work in several states in the U.S. that are changing how voter registration works.
The new approach, called “automatic voter registration” turns one of the basic elements in the service design of elections on its head, changing it from a registration process that puts the burden on the voter to incorporating voter registration into other routine transactions. The concept is simple, but the details matter because mistakes can disenfranchise voters or even expose them to legal jeopardy.
About the speaker(s)
Whitney Quesenbery combines a fascination with people and an obsession to communicate clearly with her goal of bringing user research insights to designing products where people matter.”
She’s written three books on the subject – Storytelling for User Experience and A Web for Everyone (Rosenfeld Media) and Global UX (MKP/Elsevier) – to help practitioners keep users in mind throughout the creative process. She has worked with organizations like the National Cancer Institute, eBay, IEEE, Amtrak, and The Open University helping them develop usable and accessible web sites and applications.
She’s also passionate about improving the way government communicates with citizens. She is the co-director of the Center for Civic Design, which works with election officials on usability and design of ballots, voter guides, and other election materials. She and Dana Chisnell teach the first course on Election Design for the University of Minnesota Certificate in Election Administration.