Southwark Council
          A design approach




Tuesday, 11 May 2010
My name is Christina Fowler
          Web designer at Jadu
          @XtinaSparkle




Tuesday, 11 May 2010
Southwark Council
         Customer service




Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Customer service goals were
         not being met by website




Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
“Achieving excellent
         communications”
         Southwark’s vision




Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Gather useful, genuine &
         scientific feedback




Tuesday, 11 May 2010
 Evaluate
exis,ng
design
          Test
out
new
ideas
          Find
out
the
goals
of
users




Tuesday, 11 May 2010
One
to
ones


          Understand
the
user
journey
          In
the
user’s
typical
surroundings




Tuesday, 11 May 2010
Focus groups


          Hear
the
feedback
direct
from
users
          Encourage
crea,ve
ideas
          Produce
video
...
Tuesday, 11 May 2010
Get inspired




Tuesday, 11 May 2010
Wireframes: used to demonstrate the
          layout and content of the website only.
          This stage should be used ...
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Root design decisions in
         research




Tuesday, 11 May 2010
Evaluate


          What
are
the
user’s
needs?
          What
are
the
technical
restraints?
          What
is
the
budg...
Schedule


          What
can
be
achieved
before
the
deadline?
          What
can
wait
for
the
next
phase?
          Wh...
Analyse


          How
will
the
user
digest
the
informa,on?
          What
informa,on
needs
to
be
the
most

           ...
Usability


          Does
it
work?
          Can
someone
of
average
ability
and
experience

           use
it?



Tuesd...
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Filter the features
         Required vs. Requested




Tuesday, 11 May 2010
Tuesday, 11 May 2010
Focus on that feedback




Tuesday, 11 May 2010
Achieve excellent
         communications




Tuesday, 11 May 2010
By making informed design
         decisions




Tuesday, 11 May 2010
How did we do this?




Tuesday, 11 May 2010
Iterate: repeating a process usually with the
           aim of approaching a desired goal or
           target or result....
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
“Too clinical”




Tuesday, 11 May 2010
“little confidence in
         transactions”




Tuesday, 11 May 2010
“Not for me”




Tuesday, 11 May 2010
Let the research guide the
         decisions




Tuesday, 11 May 2010
Worry less about internal
         requests and more about the
         user needs



Tuesday, 11 May 2010
Have we really listened?




Tuesday, 11 May 2010
Get back in touch with users




Tuesday, 11 May 2010
Determine whether needs have
         been met




Tuesday, 11 May 2010
Tuesday, 11 May 2010
Heat map
Tuesday, 11 May 2010
Gaze map
Tuesday, 11 May 2010
Where do we find these users?




Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
These users are already using
         the services & eager to have
         their say!



Tuesday, 11 May 2010
Can we reach more people?




Tuesday, 11 May 2010
Internal engagement from
         intranet




Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
No budget for a usability
         testing agency?




Tuesday, 11 May 2010
Do it yourself




Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Tuesday, 11 May 2010
Achieve excellent
         communications




Tuesday, 11 May 2010
Special
thanks


          Sarah
Lund
          Alice
Ainsworth
@aliceainsworth
          Jess
Blandford
@jessblandford...
Questions?
         @jaduCMS
         www.jadu.co.uk


         @xtinasparkle
         christina.fowler@jadu.co.uk


Tuesd...
Photo
credits


          hOp://www.flickr.com/photos/secretlondon/
           3691754890/
          hOp://www.flickr.com/...
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Southwark Council web design

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This is a presentation on the design process that was used for Southwark Council. This process was designed to involve users at all stages.

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Southwark Council web design

  1. 1. Southwark Council A design approach Tuesday, 11 May 2010
  2. 2. My name is Christina Fowler Web designer at Jadu @XtinaSparkle Tuesday, 11 May 2010
  3. 3. Southwark Council Customer service Tuesday, 11 May 2010
  4. 4. Tuesday, 11 May 2010
  5. 5. Tuesday, 11 May 2010
  6. 6. Tuesday, 11 May 2010
  7. 7. Customer service goals were not being met by website Tuesday, 11 May 2010
  8. 8. Tuesday, 11 May 2010
  9. 9. Tuesday, 11 May 2010
  10. 10. Tuesday, 11 May 2010
  11. 11. “Achieving excellent communications” Southwark’s vision Tuesday, 11 May 2010
  12. 12. Tuesday, 11 May 2010
  13. 13. Tuesday, 11 May 2010
  14. 14. Tuesday, 11 May 2010
  15. 15. Gather useful, genuine & scientific feedback Tuesday, 11 May 2010
  16. 16.  Evaluate
exis,ng
design  Test
out
new
ideas  Find
out
the
goals
of
users Tuesday, 11 May 2010
  17. 17. One
to
ones  Understand
the
user
journey  In
the
user’s
typical
surroundings Tuesday, 11 May 2010
  18. 18. Focus groups  Hear
the
feedback
direct
from
users  Encourage
crea,ve
ideas  Produce
video
evidence Tuesday, 11 May 2010
  19. 19. Tuesday, 11 May 2010
  20. 20. Get inspired Tuesday, 11 May 2010
  21. 21. Wireframes: used to demonstrate the layout and content of the website only. This stage should be used to understand how a user will find their way around the website through navigation, menus, features and calls to action. Tuesday, 11 May 2010
  22. 22. Tuesday, 11 May 2010
  23. 23. Tuesday, 11 May 2010
  24. 24. Root design decisions in research Tuesday, 11 May 2010
  25. 25. Evaluate  What
are
the
user’s
needs?  What
are
the
technical
restraints?  What
is
the
budget? Tuesday, 11 May 2010
  26. 26. Schedule  What
can
be
achieved
before
the
deadline?  What
can
wait
for
the
next
phase?  What
resources
are
required? Tuesday, 11 May 2010
  27. 27. Analyse  How
will
the
user
digest
the
informa,on?  What
informa,on
needs
to
be
the
most
 prominent? Tuesday, 11 May 2010
  28. 28. Usability  Does
it
work?  Can
someone
of
average
ability
and
experience
 use
it? Tuesday, 11 May 2010
  29. 29. Tuesday, 11 May 2010
  30. 30. Tuesday, 11 May 2010
  31. 31. Tuesday, 11 May 2010
  32. 32. Filter the features Required vs. Requested Tuesday, 11 May 2010
  33. 33. Tuesday, 11 May 2010
  34. 34. Focus on that feedback Tuesday, 11 May 2010
  35. 35. Achieve excellent communications Tuesday, 11 May 2010
  36. 36. By making informed design decisions Tuesday, 11 May 2010
  37. 37. How did we do this? Tuesday, 11 May 2010
  38. 38. Iterate: repeating a process usually with the aim of approaching a desired goal or target or result. Each repetition of the process is also called an "iteration", and the results of one iteration are used as the starting point for the next iteration. Wikipedia Tuesday, 11 May 2010
  39. 39. Tuesday, 11 May 2010
  40. 40. Tuesday, 11 May 2010
  41. 41. Tuesday, 11 May 2010
  42. 42. Tuesday, 11 May 2010
  43. 43. “Too clinical” Tuesday, 11 May 2010
  44. 44. “little confidence in transactions” Tuesday, 11 May 2010
  45. 45. “Not for me” Tuesday, 11 May 2010
  46. 46. Let the research guide the decisions Tuesday, 11 May 2010
  47. 47. Worry less about internal requests and more about the user needs Tuesday, 11 May 2010
  48. 48. Have we really listened? Tuesday, 11 May 2010
  49. 49. Get back in touch with users Tuesday, 11 May 2010
  50. 50. Determine whether needs have been met Tuesday, 11 May 2010
  51. 51. Tuesday, 11 May 2010
  52. 52. Heat map Tuesday, 11 May 2010
  53. 53. Gaze map Tuesday, 11 May 2010
  54. 54. Where do we find these users? Tuesday, 11 May 2010
  55. 55. Tuesday, 11 May 2010
  56. 56. Tuesday, 11 May 2010
  57. 57. Tuesday, 11 May 2010
  58. 58. These users are already using the services & eager to have their say! Tuesday, 11 May 2010
  59. 59. Can we reach more people? Tuesday, 11 May 2010
  60. 60. Internal engagement from intranet Tuesday, 11 May 2010
  61. 61. Tuesday, 11 May 2010
  62. 62. Tuesday, 11 May 2010
  63. 63. No budget for a usability testing agency? Tuesday, 11 May 2010
  64. 64. Do it yourself Tuesday, 11 May 2010
  65. 65. Tuesday, 11 May 2010
  66. 66. Tuesday, 11 May 2010
  67. 67. Tuesday, 11 May 2010
  68. 68. Achieve excellent communications Tuesday, 11 May 2010
  69. 69. Special
thanks  Sarah
Lund  Alice
Ainsworth
@aliceainsworth  Jess
Blandford
@jessblandford Tuesday, 11 May 2010
  70. 70. Questions? @jaduCMS www.jadu.co.uk @xtinasparkle christina.fowler@jadu.co.uk Tuesday, 11 May 2010
  71. 71. Photo
credits  hOp://www.flickr.com/photos/secretlondon/ 3691754890/  hOp://www.flickr.com/photos/markhillary/ 514555513/ Tuesday, 11 May 2010
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