Posts tagged with 'Webcredible news'

What’s happening at Webcredible

By Trenton Moss on 1 September 2010

Another month goes by and we head into the final third of the year and - as usual in September - thoughts begin to turn to Christmas (at least in my household!). There are a whole 4 months to go but the gift ideas and general planning - as well as the Christmas store front displays - are likely to begin very soon.

Because of this we decided to re-run the same poll we did 2 years ago, where it turned out that 1/3 of you weren’t such great planners and did your Xmas shopping at the last minute on the high street! Our latest poll is asking when you’ll do your Christmas shopping between now and December and whether you’ll do it online or on the high street. Over the years we’ve run about 20 polls, with all the results available on the site - they certainly make for interesting reading.

Other than watching the poll votes pile up, we’ve been busy as usual in the office… or at least those us left in the office have been. With holiday season in full swing the office is as usual at its quietest this month. And given the weather in London during August you couldn’t really choose a better month to get away.

Another thing that happened this month is that our training courses seem to be selling even more than usual, which is great news for us! Our search engine rankings for the courses have increased quite a lot in the past month, which is one of the reasons for this.

Our web pages always rank well in Google as there’s so much good content on the site and the pages use very efficient code. We realised however that the training pages didn’t feature the training name enough so did a bit of work increasing the keyword density (i.e. inserting the name of the course a few more times on the page) and hey-presto! For example, our social media training course has increased from 52 to 9 in the Google rankings.

Pre-university admin tasks should be completed online - poll results

By Claire Savage on 19 August 2010

I find it very hard to believe that 14 years on from when I went through the A-Level/Uni student application process, basic activities in the whole system are still not available online.

Just take a look at today’s typical student:

  • most will be on online via PC and mobile applications
  • most will be regularly interacting with websites, not to mention constant attachment to their social media pages

So I wasn’t really surprised that in our recent poll students would like to be able to do more of their university activities online.  Just imagine selecting your future flatmates online or knowing what modules you’re taking so you can get your parents to buy all the books before you go!  See below for results:

  • Applying for student loan - 23%
  • Applying for clearing places - 8%
  • Applying for accommodation - 12%
  • Meeting fellow students - 13%
  • Choosing course units - 24%
  • Applying for student bank account - 3%
  • Other - 7%
  • None, it should all be offline - 9%

Just think how efficient the whole system would be if students could start the process prior to the start date?  But perhaps that’s the real reason that activities remain offline.

The less easy it is to navigate the process, the less likely you are to apply and the less likely to go.  Yes, this is the perfect solution to current shortage of places… make the whole process difficult!

Photo credit: nics_events via Flickr/Creative Commons

What’s happening at Webcredible

By Trenton Moss on 2 August 2010

Another month goes by here at Webcredible, and it seems to have flown by in record time. Summer is supposed to be a quiet period where we finally get round to doing those non-urgent tasks that we’ve been putting off for 6 months. Not so this year though. We’ve been unbelievably busy the past month, working on a number of large projects that are finishing off (with some new ones starting almost straightaway afterwards).

We’ve also been super-busy liaising with existing clients about upcoming projects and winning quite a bit of new business. Much of this time has been frantically spent trying to fit our schedules in with our clients’ needs. We have a hugely complex and pernickety internal resourcing system (called the ‘Team Planner’) that precisely shows what we’re all (supposed to be) doing. Trying to fit all our work into this has been majorly challenging to say the least!

When not fiddling around with our resourcing system I’ve been working hard on bringing in new business (as I always do) and we’ve won some really interesting projects, which we’ll be kicking off shortly. Our favourite projects are always ones which combine both research and design, as it means we can create interfaces based on actual user and business requirements. Quite a few of our projects are research-only, which whilst they’re always interesting can be a little disappointing when - despite our best endeavour - our recommendations aren’t always implemented in the way we envisaged.

The company seems to have had quite a government-focus in July, with the following happening:

  • We published our 4th annual council report, evaluating the top 20 Socitm council websites against 20 best practice usability guidelines. The average usability score went slightly down, which was a bit disappointing. With the massive government cuts coming the way of all the councils, they’ve got to sort their websites out if they’re to truly make some cost savings.
  • We exhibited at the Building Perfect Council Websites ‘10 conference (for the first time), which was a lot of fun. We caught up with some clients and met a whole bunch of new people, many of whom seemed to enjoy our sweets!
  • Our Head of UX, Pete Broadbent, hosted a roundtable discussion on usability at the conference. It was a really interesting discussion which seemed to get great feedback from those participating. Read Pete’s blog post for more on what they spoke about.

We also had our CSR day at Webcredible in July. We have at least one away day each year and this year we took part in the Community Games Project, part of Give & Gain Day. The day was all about mobilising local children in London to take part in all sorts of different sports, to show them how sport could have a positive impact in their lives. We all put on our sports shoes and ran around with the kids having lots of fun! Afterwards, in a state of exhaustion we went off to do some cocktail making and then ended up in the London Icebar.

Another new development happened in July with regards to our training courses, in that they’ve gone regional. We’re running our usability & accessibility training stream courses in Bristol, Cardiff and Birmingham later on this year (as well as London) and will likely follow this up with some more locations.

Building Perfect Council Websites ‘10 conference

By Pete Broadbent on 15 July 2010

Yesterday I had the pleasure of chairing a discussion attended by representatives from 10 different councils at the Building Perfect Council Websites ‘10 conference at Olympia.

I spent a few minutes headlining the findings from our 2010 council report The Devil Is in the Detail and then opened up the discussion. The overwhelming consensus was that all council sites need to improve in some way but there are a number of challenges to overcome to achieve this:

  • Getting budgets for citizen research and usability studies in a time of extreme cost cutting is going to difficult
  • High reliance on third party software vendors to make changes to self service functionality needs to resolved
  • Balancing internal and external stakeholder expectations needs careful management
  • Large and inflexible site structures that have grown organically over the years need to be refined
  • Unused and unnecessary content needs to be edited or removed

We discussed a number of approaches and techniques for getting citizens involved in the design process that won’t break the bank. Techniques I’ve used before include:

  • Setting up informal usability testing sessions in a library, shopping centre or council offices
  • Undertaking detailed desk-based research that combines expert website evaluation alongside detailed analyses of website statistics to build a picture of what is working and what is suboptimal
  • Focus group research to gather feedback quickly with multiple demographic groups
  • Small-scale usability sessions with a small number of participants to validate the desk research and flesh out the common problems and concerns
  • Telephone call observation and interviews with contact centre representatives to identify the top issues that people contact the council about

As with all user-centered design it’s imperative that careful consideration is done upfront when planning the research. A coherent research plan will ensure that the component parts work together to build one picture and validate each other. The target audience needs to be agreed upfront and if recruiting for usability testing be very specific who you want to test with and recruit appropriately; there’s little value testing your self service functionality with someone who’ll never use it or has little or no interest in the tasks you give them.

Above all it’s important to remember that any citizen involvement is better that none!

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.