User experience blog

New report: Council websites are getting slightly worse

By Claire Savage on 14 July 2010

Using websites is now second nature to over 80% of the UK population, with web users going online to browse, shop, book tickets etc. So why is it in our latest annual council usability report, looking at the top 20 council websites, that there’s been a slight dip in the usability of council sites?

Leading councils in this year’s report included South Tyneside with a 70% usability score, South Holland with 68% and Chichester with 66% - not particularly top scores given these are supposed to be the best sites. Areas of disappointment included navigation, error handling, calls to action and progress indicators to support users when conducting online transactions.

As we feel the pinch of the emergency budget, the after effects of the recession and public spending cut, there has never been a more logicial time to maximise council web presence. Getting users to move online and more importantly, keeping them there will really help councils in the long run. Taking lessons learnt from the private sector in user conversion, preventing dropouts and improving customer service will ultimately help councils improve their online user experience.

With the entire population of the UK belonging to at least one local council, the potential website audience is everyone in the country. With an average usability score in the late-50s for the 3rd year in succession, councils simply have to improve their usability if they’re to encourage greater self-service online. This of course brings with it that all-important cost saving.

Guest blog - Speech recognition: things you might not know

By Rhodri Buttrick on 5 July 2010

  1. You can use Speech Recognition Software with almost any application
  2. If you have difficulty manipulating a mouse because of a physical disability, you might find browsing the Internet difficult. Dragon labels each of the hyperlinks with a number so all you have to do is call out the number and it clicks on the link for you.
  3. Youtube is now trialling subtitles on certain videos which are generated by speech recognition. They are not totally accurate yet, but I’m sure they soon will be.
  4. If you receive Speech Recognition Software as part of the Disabled Students Allowance, you can also ask to receive training in its use.
  5. The accuracy of speech recognition improves if used properly.
  6. It is possible to create specialist vocabularies to suit your particular work. Some manufacturers already have specialist dictionaries, such as medical and legal.
  7. If there is a particular piece of text you find yourself having to write a lot, such as your address when you write a letter, dragging allows you to have a code word for it. For instance, there is the option to program it to type out your entire address everytime you say the phrase ‘my address’.
  8. Dragon can be used to help you browse the Internet. When using a regular browser such as Internet Explorer or Firefox, Dragon automatically labels the hyperlinks with numbers. To click on the hyperlinks, you simply call up the numbers. You can also speak the names of the hyperlinks to click on them. This is particularly useful for those with physical impairments which make using a mouse difficult.
  9. It is a common belief that Speech Recognition does not work for regional accents. This is not true. What matters is pronouncing words consistently and not leaving out sounds.
  10. It is also a myth that children can’t use Speech Recognition. I started using it when I was ten and I didn’t have to do much retraining when my voice broke!

The new console battleground

By Alistair Gray on 2 July 2010

The dust has settled after another year’s E3. All the big games companies were there, announcing/confirming all manner of shiny projects.

As a result it’s clear where the new battleground in the console war is going to take place - motion control. Both Sony (Move) and Microsoft (Kinect) have released more details on their differing attempts to steal the Nintendo Wiis thunder and significant market lead.

Nintendo Wii

The market leader. Most people will have at least have played one in the (approaching) 4 years since its release. Players interact by waving a controller around, with the movement being picked up by a sensor bar on top/below the TV.

The main advantage Nintendo hold over their rivals is it’s ubiquity. Many many people have one (around 5 million have been sold in the UK alone). People will be reluctant to buy a new piece of ‘motion control’ hardware unless there’s a compelling reason to do so.

Problems include complaints over it’s accuracy - poor motion tracking has ruined many a putting chance for me on Wii Sports Golf. Perhaps more significantly there have been surprisingly poor sales figures for non-Nintendo developed games. Developers and publishers are now thinking twice before developing games for the platform, as no 3rd party developed game seems to sell well.

Sony Move

Sony Move seems to be a more accurate Nintendo Wii. Players hold controllers as the Wii and are tracked by a camera on top of the TV.

From a purely hardware view, Sony’s running the risk of confusing it’s less tech savvy customer base. Each game appears to need a different combination of it’s controllers. I predict annoyed customers returning games/equipment after purchasing the wrong set, especially initially.

It’s a safer bet than Microsoft, most players will know the drill having played with the Wii. Also with a similar interaction style to the Wii developers can carry over existing knowledge and experience in development more easily than with the Kinect. I predict this means games will be developed quicker and with less pain for the Move than for the Kinect. This may result in Move’s success, as more games will hit the platform (both Wii ports and news games building on Wii mechanics).

Microsoft Kinect

Microsoft has taken a bigger risk than Sony. With no controller at all, the interaction is entirely through body movement. This both opens up and restricts interaction. Sometimes a button is the easiest interaction, how do you select without pressing A/X? At the same time it should remove a barrier of entry to the platform for players - people no longer need to be adept at button pressing (and many people aren’t) in order to play.

Developers making games for the Kinect have to start from scratch - no interaction like this has really happened before. This makes the development of games that much harder. But on the positive side, with no controller to hold, the Kinect won’t be restricted by previous interaction templates - the designers/developers can really push the boat out. If they have the imagination to do so. I’ve yet to see evidence of this though…

Conclusions and predictions

So there you have it.

Both Move and Kinect require players to interact with games in unfamiliar ways… but the Move builds on players previous experience with the Wii, the Kinect is entirely new (even before we get an idea of how well the system works).  I think the Move will do well, as building a good user experience around familiar, existing systems is always easier than starting from scratch. What do you think? Have a browse of the Move games and Kinect games and tell me which you think will do well.

What’s happening at Webcredible

By Trenton Moss on 1 July 2010

As we’re roll into July I’m looking out from the Webcredible offices into the beautiful sunshine. It’s been a pretty consistent view weather-wise this past month as we’ve had a lot of sunny days, and apparently the driest 6 months in 80 years.

Aside from looking at the sunshine, I seem to have spent a lot of my time this past month watching the World Cup. With so many games on during work hours it’s been fantastic that both the BBC and ITV have been streaming the games live on their websites (or maybe not, given England’s dire performances and early exit from the competition).

It seems to have been an equally miserable World Cup for ITV for a number of reasons:

ITV also came last in our recent World Cup usability report, a dismal 20% behind the next lowest score. The report evaluated the websites of FIFA and 4 major broadcasters - the BBC, Sky, ITV and Eurosport - against 10 best practice usability guidelines. It’s free to download so have a read as it describes lots of general usability principles to which any website should adhere.

We had another report come out this month, that of our travel usability report. British Airways managed to hold on to their top position, which is something for them to smile about given the cabin crew strikes and volcanic ash cloud that have impacted them this year. They scored a whopping 78%, up from their table-topping 71% last year.

We also launched a 5 new training courses this month, including:

This takes our total number of training courses to 15, which is very exicting for us as we look to grow this part of the business.

July is looking to be a government-focused month, with us publishing our annual council usability report and attending the Building Perfect Council Websites. We do a reasonable amount of work within the public sector, but fortunately not too much as the impending government cuts are likely to massively affect spending. I fear that any company relying on revenue from the public sector is going to be in for a torrid time over the next year or 2.

On a brighter note, we’ve got a lot more going on in July. We’ll be busy interviewing for a UX consultant - we’ve been so busy this year, with no sign of respite that it’s time for us to grow the team. Based on our current projections, we’ll likely be recruiting quite a few new people over the next year or so.

Finally, and as usual please take a few seconds to vote in our latest poll: When starting university what would be the most useful online activity? As usual, we’ll share the results on the website once we get about 1000 responses.

5 new Webcredible training courses

By Trenton Moss on 29 June 2010

  • Training room photograph
  • Desk and monitor photograph
  • Trainer photograph
  • Participant photograph
  • Trainer at board photograph
  • Training manual photograph

We’ve just recently announced another 5 Webcredible training courses, taking up the total number to 15! About 5 years ago we (by accident) started running an accessibility course and since then thousands of you have been through our courses. I think that our courses are great (although I may be slightly biased) - small class sizes, highly interactive and taught by experts… to steal our new tagline for the courses.

Our new training courses are:

Some of these topics - especially the online marketing focused ones - aren’t really within our core areas of expertise, so we’re partnering up with our friends over at digital marketing agency, Latitude to run some of them (they already work with us on our Google AdWords training and intermediate SEO training).

As we now have so many courses we’ve also packaged them up across 5 different training streams, so as to offer packages for the courses. Check out our Internet marketing training pages to find out more about all of this.

So, why have we launched so many courses? Well… it wasn’t a difficult decision for us. We have a fantastic and highly interactive training methodology, some amazing trainers and a great training centre in our offices (check out those photos). Talk about a no-brainer!

So we hope to see you soon on one of our courses!