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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
evidence



Tuesday, 11 May 2010
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 to understand
          how a user will find their way around the
          website through navigation, menus,
          features and calls to action.




Tuesday, 11 May 2010
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
budget?



Tuesday, 11 May 2010
Schedule


          What
can
be
achieved
before
the
deadline?
          What
can
wait
for
the
next
phase?
          What
resources
are
required?



Tuesday, 11 May 2010
Analyse


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

           prominent?




Tuesday, 11 May 2010
Usability


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

           use
it?



Tuesday, 11 May 2010
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. 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
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



Tuesday, 11 May 2010
Questions?
         @jaduCMS
         www.jadu.co.uk


         @xtinasparkle
         christina.fowler@jadu.co.uk


Tuesday, 11 May 2010
Photo
credits


          hOp://www.flickr.com/photos/secretlondon/
           3691754890/
          hOp://www.flickr.com/photos/markhillary/
           514555513/


Tuesday, 11 May 2010

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Achieving Excellent Communications Through User-Centered Design