Doug Taylor, vice president of operations at HighPoint Global, wrote in a LinkedIn article published Thursday that government agencies seeking to deploy digital platforms as part of information technology modernization efforts should consider user experience.
“A great technological solution will not meet its promise if no one understands how to use it,“ Taylor noted.
He said agencies looking to advance digitization should prepare staff for change through the inclusion of user-adoption metrics and change management in statement of work and request for proposals.
“Agency leaders can also maintain a focus on the role of user experience (UX) in managing change, and they can critically evaluate the right type of training to use when implementing digital solutions,“ Taylor added.
He called on agencies to include requirements for user adoption and user preparation when developing requirements for a new platform.
“User preparation includes factors such as ensuring usability through human centered design and usability testing,“ Taylor wrote. “User adoption requirements should include monitoring usage of the new system, identifying barriers to usage, and addressing these barriers quickly.“
Taylor noted that agencies should include user center design expertise in assessment criteria and staffing requirements and match the type of training to users and tech platforms.