Building Perfect Council Websites: Perfect for your users

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Building Perfect Council Websites 2014 Perfect for your users 10 July 2014 Martin Greenwood Insight Programme Manager Socitm Caleb Tang UX and Accessibility Consultant UXPA UK | Treasurer

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Presentation given at Building Perfect Council Websites 2014 Conference (BPCW2014)

Transcript of Building Perfect Council Websites: Perfect for your users

Page 1: Building Perfect Council Websites: Perfect for your users

Building Perfect Council W ebsites 2014 Perfect for your users

10 July 2014

Martin Greenwood Insight Programme Manager Socitm

Caleb Tang UX and Accessibility Consultant UXPA UK | Treasurer

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Pe r fe c t!

• How to be Perfect?  

• Test with users

• Questions

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Perfect is Challenging

Diversity of audience

Legacy inheritance of infrastructure

Bureaucracy can be barrier to change

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Where do we

Start

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Why users? Users, users, users

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One of the 7 Digital Principles was Putting Users First

Source: https://www.flickr.com/photos/benterrett/7041509709/

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Perfect is Possible

Users How can they help?

Focus on user needs

Context awareness

Evidence through data

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Focus on user needs

Learn from GDS Design Principles 1. Start with needs* 2. Do less3. Design with data4. Do the hard work to make it simple 5. Iterate. Then iterate again6. Build for inclusion7. Understanding context8. Building digital services, not websites9. Be consistent, not uniform10. Make things open: it makes things better

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City of Westminster

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Context awareness

1. Start with needs*2. Do less3. Design with data4. Do the hard work to make it simple5. Iterate. Then iterate again

Learn from GDS Design Principles

6. Build for inclusion 7. Understanding context 8. Building digital services, not websites 9. Be consistent, not uniform10. Make things open: it makes things better

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Salford City Council Birmingham City Council

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Evidence through data

1. Start with needs*2. Do less3. Design with data 4. Do the hard work to make it simple5. Iterate. Then iterate again 6. Build for inclusion7. Understanding context8. Building digital services, not websites9. Be consistent, not uniform10. Make things open: it makes things better

Learn from Government Digital Service Principles

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Kent County Council

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Get closer to your Users

Access to users

Easy

Home visit

1:1 interviews Street interview

User panel

Focus group

Observation

Remote user testing

Personas

Diary study

Limited

Surveys Social media interactions

Web analytics

Front-line staf f interviews

Customer feedback log

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Perfect is Challenging but Possible

Diversity of audience

Focus on user needs

Legacy inheritance of infrastructure

Context awareness

Bureaucracy can be barrier to change

Evidence through data

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• How to be Perfect?

• • Questions

Perfect!

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Test with users

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Test with users

Three customer tasks

•  Find information about equipment for the elderly •  Find out about respite care •  Apply for blue badge

Testers invited to comment and rate the experience: 1 = poor 2 = satisfactory 3 = very good

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Test with users

And now three video clips….

The first one starts after user has already spent 8 minutes searching for information about equipment for the elderly to arrive at ‘My Care, My Choice’ on www.stockport.gov.uk

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Stockport – Find out about equipment for the elderly

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Test with users

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Test with users

The second clip….

This user spent 20 minutes searching for information for carers about respite care, and is then asked to give a score on www.haringey.gov.uk

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Haringey - Find out about respite care

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Test with users

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Test with users

The third clip ….

It’s not all bad news. This is how another user responds to applying for a blue badge on www.newham.gov.uk

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Newham - Apply for blue badge

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Test with users

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Test with users

More information about the tests

•  Two sets of 18 councils •  Each set tested for two tasks •  5 testers in each ‘test’ (council/task)•  360 people testing in all

•  Councils selected have good websites (3 or 4 star)

•  Tasks taken from councils supplying visit data

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Test with users

Why this research?

•  ‘Social care probably the poorest part of most councils’ websites’ (Better connected ).

• New legislation on social care will require surge in online information and services.

• Many councils spending lots on online social care, arguably too much, too early .

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How users rated each task Test with users

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How users rated each task per council Test with users

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Users rating tasks as ‘very good’ Test with users

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Test with users

Why so dif ferent?

Blue badge •  National requirement •  Recent new national facility •  Specific requirement •  Clear navigation •  Not part of social care mainstream •  Not impacted by Social Care Act

Equipment / respite care •  Local requirements •  Lots of options •  General requirement •  ‘Messy’ navigation •  Part of social care mainstream •  Impacted by Social Care Act

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Test with users

Conclusion

“ Digital services so good that all who can use them prefer to use them ” - GDS

A long, long way to go for online social care!

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• How to be Perfect?

• Test with users

Perfect!

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Questions  

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Thank you.

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