Summary
Through Open Cities, Granicus was able to expand on our ability to provide resident-centered digital experiences in local governments around the world. Our platform is the public sector's leading digital customer journey platform that has helped thousands of local governments transform their websites, digital forms, and service delivery experiences. Join Irina Tikhonova and Kari Dietrich in this session focused on the importance of starting small when elevating user experiences. We discuss how to focus on user journeys, involve the right stakeholders, and push for data-driven and human-centered policy changes.
Key Insights
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Starting small can lead to substantial improvements in user engagement and experience.
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Data-driven approaches can significantly enhance the effectiveness of digital services.
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Engaging real users rather than relying solely on personas yields more accurate insights into user needs.
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Incremental changes can lead to impressive results, such as a 79% reduction in walk-ins at Grand Rapids' 311 center.
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Community involvement, including feedback from marginalized groups, is crucial for equitable service delivery.
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Digital transformation must prioritize accessibility and inclusivity for all users.
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Using pilot programs can help organizations test and refine their digital offerings before full-scale implementations.
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Cohesive content management practices improve user experience across websites.
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User-centered design processes allow for iterative testing and refinement of online services.
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Success stories from local governments can serve as powerful case studies for others looking to improve their digital engagement strategies.
Notable Quotes
"The mantra we held was websites should be the government, not just provide information about government."
"There was a big push to embrace new technologies or become irrelevant."
"People just wanted to get in to what they needed to do and get out."
"You always need to recruit more than who you need for user testing."
"When we surveyed the public, 84% of website contributors didn't know about our top pages."
"The key to transformation didn’t happen overnight; persistence was crucial."
"Instead of starting big, narrow in on communities that are marginalized."
"Fixing problems for marginalized communities helps everyone."
"We wanted data that was framed in a meaningful way for the users."
"There's a unique sense of urgency when you're working with real users."
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