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Usability in Government Systems

Book 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

  1. Cover Image
  2. Title Page
  3. Table of Contents
  4. Copyright
  5. Dedication
  6. Foreword
  7. Preface
  8. Editors Biographies
  9. Contributors Biographies
  10. Acknowledgments
  11. Introduction
  12. Chapter 1. A Brief History of User Experience in Government Systems
    1. Introduction
    2. Summary
    3. REFERENCES
  13. Section I Public-Facing Systems
    1. Introduction
    2. Chapter 2. Usability of Public Web Sites
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    3. Chapter 3. Usability and Government 2.0
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    4. Chapter 4. UX of Transactions
      1. Introduction
      2. Summary
      3. Acknowledgments
      4. REFERENCES
      5. Further reading
    5. Chapter 5. Privacy and the Citizen
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
  14. Section II Internal Systems
    1. Introduction
    2. Chapter 6. Usability in Defense Systems
      1. Introduction
      2. Summary
      3. REFERENCES
    3. Chapter 7. Emergency Response in Simulated Terrorist Attacks
      1. Introduction
      2. Summary
      3. Acknowledgments
      4. REFERENCES
      5. Further reading
    4. Chapter 8. National Critical Infrastructures
      1. Introduction
      2. Summary
      3. REFERENCES
    5. Chapter 9. Legislative Drafting Systems
      1. Introduction
      2. Summary
      3. REFERENCES
  15. Section III UX Issues Common to Public and Internal Systems
    1. Introduction
    2. Chapter 10. Content Strategy
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    3. Chapter 11. Plain Language in Government
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    4. Chapter 12. Ensuring Accessibility for People with Disabilities
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    5. Chapter 13. Mobile Access
      1. Introduction
      2. User-centered Design
      3. Internal Systems
      4. International Perspectives
      5. Standards and Guidelines
      6. A Shifting Technology Base
      7. Practical Mobile Usability
      8. Inclusive Design
      9. Success Factors
      10. Summary
      11. REFERENCES
      12. Further reading
    6. Chapter 14. User Issues in Security
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    7. Chapter 15. Usability of Biometric Systems
      1. What Are Biometrics?
      2. Summary
      3. REFERENCES
      4. Further reading
  16. Section IV Procurement and Development
    1. Introduction
    2. Chapter 16. Getting UX Into the Contract
      1. Introduction
      2. Summary
      3. REFERENCES
    3. Chapter 17. ISO Standards for User-Centered Design and the Specification of Usability
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    4. Chapter 18. User-Centered Requirements Definition
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    5. Chapter 19. Models as Representations for Supporting the Development of e-Procedures
      1. Introduction
      2. Summary
      3. REFERENCES
    6. Chapter 20. Evaluation in Government Environments
      1. Introduction
      2. Summary
      3. REFERENCES
      4. Further reading
    7. Chapter 21. Adapting e-gov Usability Evaluation to Cultural Contexts
      1. Introduction
      2. Summary
      3. REFERENCES
  17. Section V Wider Considerations
    1. Introduction
    2. Chapter 22. Design for Policymaking
      1. Introduction
      2. Summary
      3. REFERENCES
    3. Chapter 23. Service Design and Channel Shifting
      1. Introduction
      2. Summary
      3. REFERENCES
    4. Chapter 24. UX and e-Democracy in Asia
      1. Don’t Make Me Deal with Government!
      2. Summary
      3. Further reading
  18. Closing Thoughts
    1. Closing Words
  19. Acronyms and Abbreviations
  20. Glossary of Terms
  21. Index