February 2008
Webcredible improves Macmillan Cancer Support website following usability consultation
Webcredible, online accessibility and usability experts, has improved the online user experience of Macmillan Cancer Support's website following a user experience testing project. The assignment aimed to help the leading cancer care charity reach its goal of improving the lives of everyone affected by cancer by 2010.
In 2006 Macmillan Cancer Support overhauled its website and added significant new material including information on cancer diagnosis, cancer types, treatments, health services and online discussion groups. This material was well received by users and visitors to the site increased dramatically. However, Macmillan wanted a greater understanding about how users interacted with the site and how usable it was.
In June 2007, to coincide with a refresh of the website, Macmillan engaged with Webcredible to carry out usability testing to uncover any site specific issues; user research to decide which site strategy would achieve the charity's business goals; and card sorting to illustrate the best structure for site content.
Macmillan has begun to implement Webcredible's recommendations and has already seen significant benefits especially with an increase in traffic to important areas for site users which had previously been difficult to locate. For example, there has been more than a 200% increase in people seeking information on financial advice.
Katie Smith, Head of New Media, Macmillan Cancer Support, commented, “The website plays an integral role in achieving Macmillan's targets for 2010 - to reach and improve the lives of everyone living with cancer. But while the new material on the website is a great success, it has resulted in a lot of pressure on the site and it is crucial that users can find the information they require quickly and easily. Therefore, we took the time to work with usability experts, Webcredible, to get a clear view of where our site functioned well and areas where usability could be improved.
“Macmillan had never previously undertaken any usability testing or user analysis of the site and although the site was a tremendous resource, I believed opportunities were being missed. Also, additional information about our users does benefits other internal departments who can incorporate the knowledge into their areas of work,” she continued.
Webcredible was selected following a competitive 5-way pitch. The initial project was worth £50k - this included a 30% discount which Webcredible offers to all its not-for-profit clients. A number of further projects are now planned including testing a potential new site based around Interactive Conversation.
Smith concludes; “Webcredible are professional and very knowledgeable. Their project management is great and we're very impressed with how they have helped our site become an essential resource for people affected by cancer.”
About Webcredible
Webcredible is a user experience consultancy, offering a range of usability, accessibility and design services for websites, intranets, mobile devices and applications. The UK-based consultancy researches, designs and builds interfaces to support user requirements & business goals.
With a long list of global clients in the private and public sector, including Airmiles, BBC, eBay, Laura Ashley, Lloyds TSB, T-Mobile and World Health Organisation, Webcredible is widely regarded as one of the most respected consultancies in the user experience industry.
