How to work with huge quantities of information at Borger.dk
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Presentation at WIAD 2016 in Copenhagen by Sofie Hartvig Widding (Senior User Experience Designer at Danish Agency for Digitisation) and Anja Thrane (Chief Advisor – Partner at Advice).
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How to work with huge quantities of information at Borger.dk
- 1. How to work with huge quantities of information at Borger.dk Sofie Hartvig Widding Senior User Experience Designer DanishAgency for Digitisation Anja Thrane ChiefAdvisor – Partner Advice
- 3. Agenda What are the challenges when working with Borger.dk? Further development of Borger.dk – next step: personalisation Some learnings working with IA on Borger.dk
- 4. Borger.dk = (Citizen.dk) is a web site for all Danish government information and services
- 5. About: 800 pages with general information 2000 digital services
- 6. 6 That users find what they are looking for... Challenges …. That users find what they are looking for.. #1
- 7. 7 That users know which authority they can contact... #2
- 11. 12 participants attempted to solve 34 tasks
- 12. Task given to participant Direct path to solve task % of participants solving the task % of participants choosing the direct path You want to know more about the rules regarding noise pollution Environment and energy / Pollution / Noise pollution
- 13. The overall score showed that in general the categorization works well
- 14. 14 That users find their personal information valuable ... #3
- 15. 15
- 16. 16 TO BE One home page with 2 states, neutral before log in and personalised content after log in AS IS One home page with same neutral content before and after log in Digital self service (Get links til digital self service) Relevant links to info and personal data Personalized short cuts on home page Personalized sorting of content on home page Direct link between data and digital self service Digital Post My Page as subpage Subject pages Home page (before/afterlog in) Focus on user exploration Home page (beforelog in) Focus on user exploration Subject pages My Page as Home Pagen with personal content and Digital Post (DP3) Info pages Info pages Info pages Info pages Info pages Info pages
- 17. Discussion What is your input to My Page? What kind of information would you like to find? Which version of the home page would you prefer? Pros and cons on both versions?
- 18. Sofie Hartvig Widding sohid@digst.dk 41 78 22 10 Anja Thrane Anja.t@adviceas.dk 26 83 46 26
Editor's Notes
- INTERN: Jeg har tilføjet denne, hvis deltagerne ikke taler dansk/kender Borger.dk
- Intern: Fakta om Borger.dk kunne måske placeres i bokse, men det er op til dig … Det er fint, som du har lavet det...
- That users find what they are looking for... With many catagories and a deep menu, it is a challenge to ensure that users will find what they are looking for
- That users know which authority they should contact if they didn´t found what they were looking for on borger.dk... Many different authorities have information on borger.dk. - ex. how you pay your taxes which SKAT has information about, the local municipality has info about childcare and so on. If the user are on the site and want to contact 'the public' he needs to find the wright contact information.
- USER INSIGHTS Even if we would like all users to start at Borger.dk everytime they are looking for government services or information – they will have different journeys to Borger.dk Some still prefer to call or visit the municipality citizen service Some governmental agencies are already well known and has a strong brand such as the tax services website Some prefer to start their journey on Google And some actually go directly to Borger.dk We have to keep these journeys in mind when designing the information architecture
- We have experimented with different designs for the front page – at some point some even suggested 1 big search field Google-style, but the design that users prefers across all testing is an overview of the content categories The users typically come to Borger.dk to look for a specific information or service, but they do not necessarily know what this information area or service is called. Users typically scan the page for the word they are looking for and click on the first link they see. We therefore work with categories that have several words in them and also show the three most popular topics in each category, also with several words – in the hope of displaying a trigger-word Also, we have not structured the content according alphabetical order but after content relating to themes
- When testing the mobile version we found that the ’burger’-menu icon was not yet recognised among the participants. Instead they prefered a version where categories are accessible from the front page of the mobile phone. Therefore we introduced the show/hide functionality
- Since the category and content overview is so important for user navigation we also tested the categorisation it self. The editorial team at Borger.dk has spent a lot of work organising all the content including user testing when the portal was launched several years ago. But now it was time for a check of the categories. We chose a semi quantitatve/qualitative approach by using the Tree jack tool from TechSmith. The participant will receive a link to a set of tasks and then has to choose which categories they will expect to find the answer in. This is an interesting method because the focus is solely on categories. No design or layout features can help or distract the user. We included a qualitative element by making the users ’think aloud’ while solving the tasks in order to get a better understanding of what worked and what caused them problems. We also got a chance to interview them about the number of categories and the labelling.
- The Tree Jack programme displays the results in some interesting graphics. This example from the test shows a task, that most users could solve either by going direct to the correct page or choosing another route
- It is also possible to see the precise paths that users chose in their attempt to solve the task. Including going back to the previous category. The overall score showed that 75% could find the right page with 74% choosing the direct path
- That users understand that some is general information, and some is personal information... ... and that they find the personal information valuable We have 800 pages with generel information but we also have pages where users can view personal information with the public authorities knows about them. Today more or less static information like; where you live, your kids names, and how big income you have. Information that you as a citizen already know....But as we are getting more and more data of citizens in Denmark we would like to use that data to give better digital services to the users.
- Internt: Billederne skal lige redigeres This is a first prototype of Our thoughts of a new concept about how we can create more valuable personal information for users visiting borger.dk. We are trying to integrate generel and personal information better, where we hope that users will experience that the information they meet on the frontpage is related to the purpose of why they are visiting the site and the situation they are in. So we introduce 2 front pages - one where the user isn´t logged on and one where he is. Here he can reach all generel information, but here on the front page he can view information about himself and the cases he has with public authorities. These elements with personal info will only be shown til the user if it is relevant to him - ex. if he has kids or if he he his gets educational grants...
- So, right now we are structuring the site in a new way, where the frontpage has to conditions - one where the user isn´t logged on and one where he is. And what the means the the overall IA on the site is still in progress - but this is the first step. So, do you have any questions or comments too this - any good ideas ?....