CSS for Humans
summary
An agency recounts the Victorian government transaction reform project that builds an on‑site HTML prototype, codesigns with the client, and user‑tests with real people; research finds 60% printed forms after filling online, content shrinks from 2,000 → 1,200 pages, and the rebuilt portal is 72% faster; priorities are measurable outcomes — did the transaction complete, time‑to‑content, keyboard/voice control, modular style guides, and a performance budget that treats speed as a feature.
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chapters (10)
- 0:00Start
- 6:5360% of customers who filled out an online form also had to print something
- 8:21Did you get it done?
- 8:54"Customer Satisfaction" is irrelevant
- 10:38Occasional negative feedback
- 10:57Customer feedback
- 18:22User Experience
- 20:09Accessibility
- 20:21Affordance
- 22:05Performance
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