Tips on Redesigning Your Website - TaxAdmin.orgredesigning your website: Website Redesign Tips 5...

06.19.12

Cathy Cleek CIO, Franchise Tax Board

Tips on Redesigning Your Website

2

Common approach to redesigning of your website:

Website Redesign Tips

3


4

Another alternative for redesigning your website:


5

Don’t!


Redesigns are wasteful, expensive, and ineffective. If you haven’t defined the problem, how is a redesign going to fix it?

6


Don’t Redesign, Refine (user top tasks) •  Identify and prioritize •  Address regularly •  Low hanging fruit

7


Holistic Approach •  Identify top tasks •  Site Analytics •  Customer Survey •  Usability Testing •  Key Performance Indicators

8


74.2%

15.6%

10.2%

Individual Business Tax Professional

Website Visitors

10

Most of our visitors are individual taxpayers.


32.6%

29.3%

10.1%

0.9% 0.9% 0.9%

Refund Forms MyFTB Payment Online File Contact Us

Top Pages (Jan-May 2011)

11


Survey data and web analytics reveal the top tasks of our users.

12


Usability tests identify needed improvements.

100%

55%

90%

40%

0

45%

10%

60%

Refund Forms Payment File Online

Usability Test (April 2011)

Success Fail

56.8%

12.6% 11.1%

19.6%

Difficult Somewhat Difficult Somewhat Easy Easy

How easy or difficult was it?

13


Most of our users find the website difficult to use.

14


Moving Forward •  Taxpayer Folder •  Notices •  Errors

19


Website Roadmap A plan to manage the web as a business program.

•  Identify the website’s goals and business objectives

•  Define how success of the website will be measured and improved

•  Establish a governance and business management structure for the website

20


Website Roadmap 1.  Website Governance and Management 2.  Performance Measurement 3.  Website Usability 4.  Content Management

21


Resources •  Lou Rosenfeld •  Avinash Kaushik •  Steve Krug •  Gerry McGovern

22


Tips on Redesigning Your Website - TaxAdmin.orgredesigning your website: Website Redesign Tips 5...

Documents

Transcript of Tips on Redesigning Your Website - TaxAdmin.orgredesigning your website: Website Redesign Tips 5...