Initial app insights and user research

Research objectives

What we wanted to learn

The purpose of this user research was to learn from New Zealanders:

• the need for an all-of-government app
• required or desired features
• what type of user experience people expect.

Our approach

We used a human-centred design process to first gain insights more widely, before focusing on 1 key feature of the app – notifications and secure messaging

This helped us avoid broad, unfocused research into a generic app, and instead focus on a specific service need — where we could uncover real user value and pain points.

What we did

We used rapid prototyping to:

• test early concepts
• quickly validate which features added value
• identify where friction occurred.

This method also helped us learn what would build user trust and confidence, with secure features such as digital wallets and government messaging.

The results

The iterative process helped us move beyond assumptions and ground the app design in real user needs and behaviours.

By validating the core concept of secure notifications first — and then the demand and need for an app more widely — we established a clear, evidence-based foundation for future development of the app.

Executive summary

A clear public demand for an all-of-government app

The survey shows there is clear public demand and motivation for an all-of-government app that centralises the delivery of notifications.

This is particularly the case for people who deal a lot with government agencies, such as busy families.

39% of people surveyed said they would be extremely or very likely to download and use an all-of-government app.

Detailed description of diagram

Chart showing the responses to a survey asking how likely New Zealanders were to download and use and all-of-government app.

• Extremely likely = 16%
• Very likely = 23%
• Quite likely = 33%
• Not that likely = 18%
• Not at all likely = 9%

Ease of post-notification actions the most desired feature

In addition to receiving notifications, it’s important the all-of-government app allows post-notification actions to be taken easily, either within the app or within a few clicks or taps. For example, providing information or making payments.

Simple, intuitive user experience critical to app uptake

A simple, intuitive system and user experience (UX) that reduces reliance on other more cumbersome notification and communication methods will be critical for the success of the app. If the app only adds more complexity to existing processes this will reduce motivation to engage.

Clear actions and reminders to avoid missed deadlines

Other important benefits for participants included:

• features that make it easy to see exactly what action is required
• reminders that help to avoid missed deadlines.

Quality of design will build confidence in security of app

Perceived security of the app is essential for building confidence and trust. A key driver for perceived security is the quality of the UX, design and download process — high-quality user experiences with obvious government branding will support confidence.

Detailed findings and user feedback

Read more of the research data summary including:

• the numbers showing public demand for an all-of-government app
• key pain points with current government notification services
• what participants thought worked well with current notification systems
• common themes about how users perceive an app’s security
• other feature suggestions from survey participants.

Secure notifications design research – Phase 1 summary (PDF 191KB)