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<!doctype html>
<html class="no-js" lang="en">
<head>
<!-- title -->
<title>imalexnow</title>
<meta charset="utf-8">
<meta http-equiv="X-UA-Compatible" content="IE=edge" />
<meta name="viewport" content="width=device-width,initial-scale=1.0,maximum-scale=1" />
<meta name="author" content="imalexnow">
<!-- description -->
<meta name="description" content="imalexnow's user experience portfolio">
<!-- keywords -->
<meta name="keywords"
content="creative, modern, clean, bootstrap responsive, html5, css3, portfolio, blog, agency, templates, multipurpose, one page, corporate, start-up, studio, branding, designer, freelancer, carousel, parallax, photography, personal, masonry, grid, coming soon, faq">
<!-- favicon -->
<link rel="shortcut icon" href="images/imalexnowlogo.png">
<link rel="apple-touch-icon" href="images/apple-touch-icon-57x57.png">
<link rel="apple-touch-icon" sizes="72x72" href="images/apple-touch-icon-72x72.png">
<link rel="apple-touch-icon" sizes="114x114" href="images/apple-touch-icon-114x114.png">
<!-- animation -->
<link rel="stylesheet" href="css/animate.css" />
<!-- bootstrap -->
<link rel="stylesheet" href="css/bootstrap.min.css" />
<!-- et line icon -->
<link rel="stylesheet" href="css/et-line-icons.css" />
<!-- font-awesome icon -->
<link rel="stylesheet" href="css/font-awesome.min.css" />
<!-- themify icon -->
<link rel="stylesheet" href="css/themify-icons.css">
<!-- swiper carousel -->
<link rel="stylesheet" href="css/swiper.min.css">
<!-- justified gallery -->
<link rel="stylesheet" href="css/justified-gallery.min.css">
<!-- magnific popup -->
<link rel="stylesheet" href="css/magnific-popup.css" />
<!-- revolution slider -->
<link rel="stylesheet" type="text/css" href="revolution/css/settings.css" media="screen" />
<link rel="stylesheet" type="text/css" href="revolution/css/layers.css">
<link rel="stylesheet" type="text/css" href="revolution/css/navigation.css">
<!-- bootsnav -->
<link rel="stylesheet" href="css/bootsnav.css">
<!-- style -->
<link rel="stylesheet" href="css/style.css" />
<!-- responsive css -->
<link rel="stylesheet" href="css/responsive.css" />
<!--[if IE]>
<script src="js/html5shiv.js"></script>
<![endif]-->
<!-- Primary Meta Tags -->
<!-- Open Graph / Facebook -->
<meta property="og:type" content="website">
<meta property="og:url" content="https://imalexnow.io/">
<meta property="og:title" content="imalexnow's ux portfolio">
<meta property="og:description"
content="I'm a User Experience Connoisseur, a storyteller, and a keen world observer.">
<meta property="og:image" content="images/imalexnowlogo.png">
<!-- Twitter -->
<meta property="twitter:card" content="summary_large_image">
<meta property="twitter:url" content="https://imalexnow.io/">
<meta property="twitter:title" content="imalexnow's ux portfolio">
<meta property="twitter:description"
content="I'm a User Experience Connoisseur, a storyteller, and a keen world observer.">
<meta property="twitter:image" content="images/imalexnowlogo.png">
<style>
.alex-portfolio-image {
width: 100%;
height: 185px;
background-size: 100%;
background-position: center top;
}
h6 {
padding-bottom: 15px;
}
ul.list-style-3 li:before {
background-color: gray;
}
</style>
</head>
<body>
<!-- start header -->
<header>
<!-- start navigation -->
<nav
class="navbar navbar-default bootsnav navbar-top background-transparent nav-box-width navbar-expand-lg on no-full">
<div class="container-fluid nav-header-container">
<!-- start logo -->
<!-- <div class="col-lg-1">
<a href="index.html" title="imalexnow" class="rounded-circle">
<img src="images/imalexnowlogo.png" class="rounded-circle" alt="imalexnow" style="margin-top:10px;" >
</a>
</div> -->
<!-- end logo -->
<div class="col accordion-menu pr-0 pr-md-3">
<button type="button" class="navbar-toggler collapsed" data-toggle="collapse"
data-target="#navbar-collapse-toggle-1">
<span class="sr-only">toggle navigation</span>
<span class="icon-bar"></span>
<span class="icon-bar"></span>
<span class="icon-bar"></span>
</button>
<div class="navbar-collapse collapse justify-content-end" id="navbar-collapse-toggle-1">
<ul id="accordion" class="nav navbar-nav navbar-left no-margin alt-font text-normal">
<!-- start menu item -->
<li class="">
<a href="index.html">Home</a>
</li>
<li class="">
<a href="portfoliomain.html">Portfolio</a>
</li>
<!-- <li class="">
<a href="#">About</a>
</li> -->
<li class="">
<a href="imalexnowresume.pdf">Resume</a>
</li>
</ul>
</div>
</div>
</div>
</nav>
<!-- end navigation -->
</header>
<!-- end header -->
<!-- start page title section -->
<section class="parallax" style="background-image:url(images/oval.jpg);">
<div class="container">
<div class="row align-items-center">
<div
class="col-12 extra-small-screen page-title-large d-flex flex-column justify-content-center text-center">
<h1 class="text-white-2 alt-font font-weight-600 letter-spacing-minus-1 margin-10px-bottom">Lambeth
Online</h1>
<span class="text-white-2 opacity6 alt-font">An end-to-end digital service for Lambeth Council's
local residents</span>
</div>
</div>
</div>
</section>
<section class="bg-light-gray" style="padding-top: 50px;">
<div class="container">
<div class="row">
<div class="col-12 ">
<h5 class="alt-font font-weight-700 text-extra-dark-gray text-uppercase width-80 lg-width-100">
Overview</h5>
<div
class="separator-line-verticle-extra-small bg-extra-dark-gray width-50 md-width-70 ml-lg-0 margin-30px-bottom md-margin-20px-bottom">
</div>
</div>
</div>
</div>
<div class="container">
<div class="row">
<div class="col-12 col-lg-6 md-margin-50px-bottom sm-margin-30px-bottom wow ">
<!-- <h5 class="alt-font font-weight-700 text-extra-dark-gray text-uppercase width-80 lg-width-100">Overview</h5> -->
<!-- <div class="separator-line-verticle-extra-small bg-extra-dark-gray width-50 md-width-70 ml-lg-0 margin-30px-bottom md-margin-20px-bottom"></div> -->
<p>As part of the wider vision of the central and local government in moving online as part of
efficiency reforms, our team was asked to use interaction design in order to encourage people
who prefer face-to-face interaction to use Lambeth’s online services.</p>
<p><strong>Project Goal:</strong> Encouraging local residents to use Lambeth Council’s online
services</p>
<p>This project was part of “Design Experience 2” module of the MSc in Human – Computer Interaction
and Ergonomics at UCL.</p>
</div>
<div class="col-lg-4 offset-lg-2 wow ">
<ul class="list-style-8 margin-twelve-left">
<li class="text-uppercase text-extra-dark-gray"><span
class="d-block text-extra-small text-medium-gray">Duration of the project</span>2 weeks
</li>
<li class="text-uppercase text-extra-dark-gray"><span
class="d-block text-extra-small text-medium-gray">Team Size</span>5 members</li>
<li class="text-uppercase text-extra-dark-gray"><span
class="d-block text-extra-small text-medium-gray">Date</span>spring semester, 2016</li>
</ul>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h5 class="alt-font font-weight-700 text-extra-dark-gray text-uppercase width-80 lg-width-100">
Design Process</h5>
<div
class="separator-line-verticle-extra-small bg-extra-dark-gray width-50 md-width-70 ml-lg-0 margin-30px-bottom md-margin-20px-bottom">
</div>
<p>We followed a User-Centered-Design (UCD) methodology throughout the project making sure to repeat
certain steps as needed.</p>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<!-- <div class="divider-full bg-extra-light-gray margin-three-bottom "></div> -->
<div class="row">
<!-- start feature box item -->
<div class="col-12 col-md-4 sm-margin-30px-bottom text-center text-md-left wow margin-five-bottom">
<div class="row m-0">
<div class="col-12 col-lg-3 col-md-4 pl-0 sm-no-padding-lr float-left sm-margin-15px-bottom">
<i class="icon-search text-medium-gray icon-extra-medium top-6"></i>
</div>
<div class="col-12 col-lg-9 col-md-8 p-0">
<span
class="margin-5px-bottom text-extra-dark-gray alt-font d-block font-weight-600">Research</span>
<li class="width-75 lg-width-100 mb-0">Desk research</li>
<li class="width-75 lg-width-100 mb-0">Onsite Observation</li>
<li class="width-75 lg-width-100 mb-0">Interviews</li>
<li class="width-75 lg-width-100 mb-0">Surveys</li>
</div>
</div>
</div>
<!-- end feature box item -->
<!-- start feature box item -->
<div class="col-12 col-md-4 sm-margin-15px-bottom text-center text-md-left wow margin-five-bottom">
<div class="row m-0">
<div class="col-12 col-lg-3 col-md-4 pl-0 sm-no-padding-lr float-left sm-margin-15px-bottom">
<i class="icon-presentation text-medium-gray icon-extra-medium top-6"></i>
</div>
<div class="col-12 col-lg-9 col-md-8 p-0">
<span
class="margin-5px-bottom text-extra-dark-gray alt-font d-block font-weight-600">Analysis</span>
<li class="width-75 lg-width-100 mb-0">Target Population</li>
<li class="width-75 lg-width-100 mb-0">User Needs</li>
</div>
</div>
</div>
<!-- end feature box item -->
<!-- start feature box item -->
<div class="col-12 col-md-4 text-center text-md-left wow margin-five-bottom">
<div class="row m-0">
<div class="col-12 col-lg-3 col-md-4 pl-0 sm-no-padding-lr float-left sm-margin-15px-bottom">
<i class="icon-lightbulb text-medium-gray icon-extra-medium top-6"></i>
</div>
<div class="col-12 col-lg-9 col-md-8 p-0">
<span
class="margin-5px-bottom text-extra-dark-gray alt-font d-block font-weight-600">Ideation</span>
<li class="width-75 lg-width-100 mb-0">Sketching</li>
<li class="width-75 lg-width-100 mb-0">Brainstorm</li>
<li class="width-75 lg-width-100 mb-0">Feasibility</li>
</div>
</div>
</div>
<!-- end feature box item -->
<!-- start feature box item -->
<div class="col-12 col-md-4 text-center text-md-left wow ">
<div class="row m-0">
<div class="col-12 col-lg-3 col-md-4 pl-0 sm-no-padding-lr float-left sm-margin-15px-bottom">
<i class="icon-browser text-medium-gray icon-extra-medium top-6"></i>
</div>
<div class="col-12 col-lg-9 col-md-8 p-0">
<span
class="margin-5px-bottom text-extra-dark-gray alt-font d-block font-weight-600">Prototyping</span>
<li class="width-75 lg-width-100 mb-0">Lo-Fi Prototypes</li>
<li class="width-75 lg-width-100 mb-0">Storyboards</li>
</div>
</div>
</div>
<!-- end feature box item -->
<!-- start feature box item -->
<div class="col-12 col-md-4 text-center text-md-left wow ">
<div class="row m-0">
<div class="col-12 col-lg-3 col-md-4 pl-0 sm-no-padding-lr float-left sm-margin-15px-bottom">
<i class="icon-chat text-medium-gray icon-extra-medium top-6"></i>
</div>
<div class="col-12 col-lg-9 col-md-8 p-0">
<span
class="margin-5px-bottom text-extra-dark-gray alt-font d-block font-weight-600">Testing</span>
<li class="width-75 lg-width-100 mb-0">User Evaluations</li>
<li class="width-75 lg-width-100 mb-0">Rapid Iteration</li>
</div>
</div>
</div>
<!-- end feature box item -->
<!-- start feature box item -->
<div class="col-12 col-md-4 text-center text-md-left wow ">
<div class="row m-0">
<div class="col-12 col-lg-3 col-md-4 pl-0 sm-no-padding-lr float-left sm-margin-15px-bottom">
<i class="icon-streetsign text-medium-gray icon-extra-medium top-6"></i>
</div>
<div class="col-12 col-lg-9 col-md-8 p-0">
<span
class="margin-5px-bottom text-extra-dark-gray alt-font d-block font-weight-600">Beyond</span>
<li class="width-75 lg-width-100 mb-0">Limitations</li>
<li class="width-75 lg-width-100 mb-0">Future Plans</li>
</div>
</div>
</div>
<!-- end feature box item -->
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h5 class="alt-font font-weight-700 text-extra-dark-gray text-uppercase width-80 lg-width-100">
Research</h5>
<div
class="separator-line-verticle-extra-small bg-extra-dark-gray width-50 md-width-70 ml-lg-0 margin-30px-bottom md-margin-20px-bottom">
</div>
<p>We focused our research on three basic questions that defined the scope of our project:</p>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<!-- start feature box item -->
<div class="col-12 col-md-4 feature-box-1 sm-margin-30px-bottom wow " style="visibility: visible;">
<div class="margin-15px-bottom alt-font">
<h5 class="char-value letter-spacing-minus-1 text-medium-gray font-weight-600">
01.</h5>
<h5
class="text-extra-dark-gray line-height-22 padding-20px-left md-padding-15px w-100 d-table-cell align-middle">
Who</h5>
</div>
<p class="width-90 md-width-100">Who visits the centres? Do they represent a specific group or
multiple groups? Are there visitors who visit more often than others? What is the digital
literacy level of the visitors?</p>
</div>
<!-- end feature box item -->
<!-- start feature box item -->
<div class="col-12 col-md-4 feature-box-1 sm-margin-30px-bottom wow " data-wow-delay="0.2s"
style="visibility: visible;">
<div class="margin-15px-bottom alt-font">
<h5 class="char-value letter-spacing-minus-1 text-medium-gray font-weight-600">
02.</h5>
<h5
class="text-extra-dark-gray line-height-22 padding-20px-left w-100 d-table-cell align-middle">
Why</h5>
</div>
<p class="width-90 md-width-100">Why are they visiting? What prohibits them from completing their
goals online? Are there specific processes that need a face-toface interaction more than others?
</p>
</div>
<!-- end feature box item -->
<!-- start feature box item -->
<div class="col-12 col-md-4 feature-box-1 wow" style=" visibility: visible;">
<div class="margin-15px-bottom alt-font">
<h5 class="char-value letter-spacing-minus-1 text-medium-gray font-weight-600">
03.</h5>
<h5
class="text-extra-dark-gray line-height-22 padding-20px-left w-100 d-table-cell align-middle">
How</h5>
</div>
<p class="width-90 md-width-100">How can we shift (some) of them online? What are the pain points for a complete online transaction right now, and what could we do better?</p>
</div>
<!-- end feature box item -->
</div>
</div>
<div class="container">
<div class="row">
<div class="col-12 col-md-6">
<div class="bg-white margin-30px-bottom">
<img src="images/joanne.png" alt="Persona 1" />
</div>
</div>
<div class="col-12 col-md-6">
<div class="bg-white margin-30px-bottom">
<img src="images/steve.png" alt="Persona 2" />
</div>
</div>
</div>
</div>
<div class="container">
<div class="row justify-content-end">
<div class="col-6">
<div class="padding-25px-all bg-white">
<i class="fas fa-quote-left margin-15px-bottom"></i>
<div class="text-extra-dark-gray margin-10px-bottom alt-font">I have to come again in a month
because I'm still missing documents!</div>
<ul class="list-style-3">
<li>Joanne, visiting for parking permit</li>
</ul>
</div>
</div>
<div class="col-6">
<div class="padding-25px-all bg-white">
<i class="fas fa-quote-left margin-15px-bottom"></i>
<div class="text-extra-dark-gray margin-10px-bottom alt-font">I shouldn't have to be here
waiting on a sunny day!</div>
<ul class="list-style-3">
<li>Steve, visiting for parking permit</li>
</ul>
</div>
</div>
</div>
</div>
<div class="container">
<div class="row">
<div class="col-12 margin-40px-tb ">
<p>After a careful analysis of the data we collected, we created personas representing several types
of centre visitors which would help us define our target user groups and their needs.</p>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h5 class="alt-font font-weight-700 text-extra-dark-gray text-uppercase width-80 lg-width-100">
Ideation phase</h5>
<div
class="separator-line-verticle-extra-small bg-extra-dark-gray width-50 md-width-70 ml-lg-0 margin-30px-bottom md-margin-20px-bottom">
</div>
<p>We decided to focus our efforts in specific parts of the proposed platforms in order to present
the key points of our solution. We ended up with two areas: The general myLambeth account
webpage, and a specific process for a parking permit application.</p>
<p>During the ideation phase we experimented with a variety of ideas for what could be included in
our proposed service.</p>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 col-lg-4 col-md-6">
<a class="single-image-lightbox" title="Lambeth sketch" href="images/lambethsketch2.png">
<figure>
<div class="portfolio-img bg-extra-dark-gray">
<img src="images/lambethsketch2.png" alt="" class="project-img-gallery"
data-no-retina="">
</div>
<figcaption>
<div class="portfolio-hover-main text-center">
<div class="portfolio-hover-box vertical-align-middle">
<div class="portfolio-hover-content position-relative">
<i class="ti-zoom-in text-white-2 fa-2x"></i>
</div>
</div>
</div>
</figcaption>
</figure>
</a>
</div>
<div class="col-12 col-lg-4 col-md-6">
<a class="single-image-lightbox" title="Lambeth sketch" href="images/sketch1.png">
<figure>
<div class="portfolio-img bg-extra-dark-gray">
<img src="images/sketch1.png" alt="" class="project-img-gallery" data-no-retina="">
</div>
<figcaption>
<div class="portfolio-hover-main text-center">
<div class="portfolio-hover-box vertical-align-middle">
<div class="portfolio-hover-content position-relative">
<i class="ti-zoom-in text-white-2 fa-2x"></i>
</div>
</div>
</div>
</figcaption>
</figure>
</a>
</div>
<div class="col-12 col-lg-4 col-md-6">
<a class="single-image-lightbox" title="Lambeth sketch" href="images/sketch3.png">
<figure>
<div class="portfolio-img bg-extra-dark-gray">
<img src="images/sketch3.png" alt="" class="project-img-gallery" data-no-retina="">
</div>
<figcaption>
<div class="portfolio-hover-main text-center">
<div class="portfolio-hover-box vertical-align-middle">
<div class="portfolio-hover-content position-relative">
<i class="ti-zoom-in text-white-2 fa-2x"></i>
</div>
</div>
</div>
</figcaption>
</figure>
</a>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h5 class="alt-font font-weight-700 text-extra-dark-gray text-uppercase width-80 lg-width-100">User
Journey</h5>
<div
class="separator-line-verticle-extra-small bg-extra-dark-gray width-50 md-width-70 ml-lg-0 margin-30px-bottom md-margin-20px-bottom">
</div>
<p>After a heuristic evaluation of the already existing system, and by creating a user journey map,
we found several important obstacles that come up when someone is trying to apply for a parking
permit</p>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 col-md-12">
<div class="bg-white margin-30px-bottom">
<img src="images/UserJourneyLambeth.jpg" alt="UserJourneyLambeth" />
</div>
<div>
<p>It was clear that even the people who would prefer not visiting the centers were not able to
do it at the present moment becase of a lack of a <strong> trully end-to-end digital
service. </strong> <br>
We then decided to focus our efforts in two specific parts of the proposed platforms in
order to present the key points of our solution.
</p>
</div>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h6
class="text-uppercase alt-font text-extra-dark-gray font-weight-700 width-75 d-block mb-0 lg-width-90 md-width-100">
<span
class="text-light-gray alt-font font-weight-600 margin-five-bottom md-margin-5px-bottom w-50 md-width-100 letter-spacing-minus-3 md-text-middle-line">01</span>
Personalised all-in-one digital service manager
</h6>
<p>Many of the centre visitors were frustrated by the fact that they should use multiple accounts
and services in order to complete different tasks involving the council. It was particularly
frustrating for people who had to upload the same documents multiple times for different
situations.</p>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h6
class="text-uppercase alt-font text-extra-dark-gray font-weight-700 width-75 d-block mb-0 lg-width-90 md-width-100">
<span
class="text-light-gray alt-font font-weight-600 margin-five-bottom md-margin-5px-bottom w-50 md-width-100 letter-spacing-minus-3 md-text-middle-line">02</span>
Parking as a popular digital end-to-end service
</h6>
<p>A big proportion of the centre visitors were there to apply for parking permits, or to submit
documents regarding their applications, which could not be completed online at the time.</p>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h6
class="text-uppercase alt-font text-extra-dark-gray font-weight-700 width-75 d-block mb-0 lg-width-90 md-width-100">
LO-FI Prototypes
</h6>
<p>As a first approach, we created lo-fi prototypes which we tested with a variety of visitors at
the centres, in order to collect feedback for possible improvements, and first impressions.</p>
</div>
</div>
</div>
<div class="container">
<div class="row">
<div class="col-12 col-md-4">
<div class="bg-white margin-30px-bottom">
<img src="images/permit2.png" alt="" />
</div>
</div>
<div class="col-12 col-md-4">
<div class="bg-white margin-30px-bottom">
<img src="images/permit3.png" alt="" />
</div>
</div>
<div class="col-12 col-md-4">
<div class="bg-white margin-30px-bottom">
<img src="images/permit4.png" alt="" />
</div>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 col-md-12">
<div class="bg-white margin-30px-bottom text-center">
<img src="images/lambethweb.png" alt="myLambeth" />
</div>
</div>
</div>
</div>
<div class="container margin-20px-bottom">
<div class="row">
<div class="col-12 ">
<h6
class="text-uppercase alt-font text-extra-dark-gray font-weight-700 width-75 d-block mb-0 lg-width-90 md-width-100">
Testing results
</h6>
<p>
All users were mostly positive about the prototypes, especially the "myLambeth" account.
<b>Some issues that came up involved:</b>
</p>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-4 col-lg-4 sm-margin-15px-bottom">
<img src="images/lambethtesting2.png" alt="Lambeth User Testing" />
</div>
<div class="col-8 md-margin-30px-bottom">
<ul class="list-style-10">
<li><i class="fas fa-arrow-right text-extra-dark-gray" aria-hidden="true"></i><span>Progress
indication</span></li>
<li><i class="fas fa-arrow-right text-extra-dark-gray" aria-hidden="true"></i><span>The need for
more instructions and visual cues</span></li>
<li><i class="fas fa-arrow-right text-extra-dark-gray" aria-hidden="true"></i><span>Review and
confirmation cues</span></li>
</ul>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h6
class="text-uppercase alt-font text-extra-dark-gray font-weight-700 width-75 d-block mb-0 lg-width-90 md-width-100">
Demo
</h6>
<p>We used this feedback from the users to develop new iterations, and the final prototype can be
seen in demonstration below</p>
<iframe width="560" height="315" src="https://www.youtube.com/embed/eiFaw3yadE4" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<h6
class="text-uppercase alt-font text-extra-dark-gray font-weight-700 width-75 d-block mb-0 lg-width-90 md-width-100">
Lessons learned
</h6>
</div>
</div>
</div>
<div class="container margin-40px-bottom">
<div class="row">
<div class="col-12 ">
<ul class="list-style-3">
<li>Channel shifting is a gradual process, that needs to involve various user groups at once,
but in order to be succesful it is important to consider a variety of aspects regarding the
potential users' needs, rather than what is fast and feasible in terms of development.</li>
<li>In service design for governmental services is is particularly important to include clear
instructions, tutorials, and easy tasks because the user group is widely diverse in regards
to digital skills and literacy. </li>
<li>Although the visitor centre's staff is not the target user group of this project, their
perceptions and comments were very important in understanding both the users and their
needs, and especially specific parts in the processes that people could potentially get
stuck or need additional help.</li>
</ul>
</div>
</div>
</div>
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