UX in the United Nations Development Programme

Photo: chronicleofalonesheep.com

 

Hubert Uy is the User Experience Lead at the United Nations Development Programme. He shares with us how User Experience design within the United Nations differs from startups and design agencies. He gives us insights on the U.N.’s bureaucratic evaluation processes, as well as the different design and usability challenges that they face.

 

Photo: hub.cool

 

Hubert Uy is the User Experience Lead at the United Nations Development Programme. He was chosen to be the U.N.D.P.’s first UX designer while still finishing his Masters in Interactive Telecommunications at N.Y.U. He and his team work with different organizations around the world to create innovative solutions for sustainable development.

“UX design in the U.N. is very different from how it is done in agencies and startups.” Founded in 1945, the United Nations is a bureaucratic and traditional institution. The U.N. uses a “Waterfall” or gated method while startups and design agencies use “Agile” methods.

“For example, we are redesigning a website. In an agency, normally, they pool a project team (project manager, UX designer, engineer, content, and several other people) to meet and discuss. By the 2nd day they have a prototype. They come up with the MVP (Minimal Viable Product) – what is the minimum thing you can develop? They don’t care if its buggy, it just has to be usable, because a big part of UX is getting your product out there to test.”

“In the U.N., because of the bureaucracy, no matter how you try to be agile, it is difficult. It consists of a lot of channels and red tape that you have to go through. My team can churn out prototypes in two or three days, but we launch it in 2-3 months. We have to ship it to the director, he has to approve it, then it comes back to us for revisions. After the director approves it, the head of the bureau has to approve it, then it comes back again to us. It then goes through the president for the final approval, or back to us for further revisions. This is what a gated design method is. It’s not that we can’t launch quickly, in the U.N. we are bound to certain guidelines and laws.”

These laws include the U.N.’s Web Accessibility Guidelines that are agreed on by certain member states. All their products have to conform to the latest screen readers, and be accessible to those with disabilities. For example, he mentioned that designers cannot create motion in the U.N.’s digital interfaces. This is because those with vestibular disorders (inner ear imbalance) get triggered by visual stimuli such as motion, and colors- most especially the color green. When uploading videos, they also have to transcribe them for those with vision impairments. “When we put up a video on Youtube, we have to transcribe alternative text in HTML so that those with vision problems hear what’s going on when they access it.”

Another admirable aspect about his job is that he and his team design digital interfaces in three different languages: English, Spanish and French. But the U.N., in general, has six official languages. Other departments might have to design for all six languages.

“In UX we always say ‘Design for Mobile first’, because it’s easier to create something small initially. In the U.N., we have the saying ‘Design for French first.’ Language defines your interface.  A person who’s vernacular is Mandarin will interact with your product differently from a person who is an English speaker. Some languages read and write from right to left. That’s one of the reasons why developments take longer to produce. For example, when designing in French, the SIGN UP button is going to be one or two lines longer because of the language and the context. “

The U.N.D.P. works with 170 countries and they recently redesigned their homepage. Hubert and his team are now in the process of translating the website for the rest of the 170 countries- each having communication officers on ground. Currently they are 20% finished and they have been working on it for 7-8 months. “By the time we complete all 170 countries, we might have to redesign the global webpage again. But it’s fun!” He has a great time doing this, as he gets to connect with different people and learn about cultures around the world.

His team consists of roughly three project managers, one UX designer (him), a developer and three content producers for the three languages they are mandated to design for (English, French, Spanish). When asked what a normal day on the job is like, he mentions two more projects he is also working on. He is currently working with C.A.F.I., Central African Forest Initiative. They are developing a tree tracking app to manage and prevent deforestation. They want to be able to track all the trees, so they know if one is being cut down. There is no name yet for this app, but it is definitely something they feel would benefit and aid in C.A.F.I.’s mission to monitor deforestation. Another project of theirs is with Asia Pacific’s Youth Co Lab. They are trying to solve poverty through entrepreneurship. Their goal is to create a digital product that teaches kids about entrepreneurship through video lessons on skills, business management etc. The major challenge for this project is the content and not the design, as they need to consider language translation and culture. There are various socio-economic levels and backgrounds that they need to consider when designing for this.

User testing in the U.N.D.P. is very informal, and they often outsource their evaluations to third-party companies who specialize in user testing. However, for initial prototypes, they usually invite a few friends for casual guerilla testing. “But of course, before we launch it, we always do formal testing which another company does for us.”

Lastly, I asked him to give striving UX designers some advice. He stated that having a good foundation of coding is important. “Your role is really to collaborate with a lot of people. You will make your developer and project manager happy if you can understand code. If you can speak the same language, it will be a huge help. After all, how are you going to design technology without understanding technology?”

 

Accessibility Guidelines for United Nations. (n.d.). Retrieved September 21, 2017, from http://www.un.org/en/webaccessibility/