Updated slides from a presentation I did for the Socitm Top Tasks event in September 2011.

1. Identifying (& improving) top tasks Michele Ide-Smith, Web Strategy Manager Cambridgeshire County Council September 2011

3. It’s an iterative process

4. Step 1 – Research & Analysis

6. Remember - Council staff are not customers!

7. So filter out Council traffic This page was set as the home page on all PCs in Libraries

8. Look at search statistics for users’ search terms

10. Find out where customers click (using Crazy Egg or Google Analytics)

12. Tracking customer journeys across multiple domains can be tricky

14. Categorise and log customer contact consistently across all contact channels

15. How do we map the data? No consistency between categories! Categories are too broad Contact Centre calls (April) Contact Centre libraries stats Web top tasks (April)

16. Step 2 – Define top tasks

17. Make a list!

18. Top tasks

19. Update your list regularly!

21. August 2011 top tasks

22. Step 3 – Evaluate (existing)

24. User Experience: Method Cards User Experience: Techniques Author: Matthew Godfrey Published: 25/10/2010 Techniques Overview Research Design Evaluation Analytics Competitor Analysis Surveys/Questionnaires Personas Task Analysis/Flow Sketching Wireframing Mock-ups Paper prototyping HTML Prototyping Card Sort Expert Review Heuristic Review Face-To-Face Testing Remote testing User Flows/Journey Map

25. Expert reviews by the team

26. Walkthrough example

27. Page level ratings Customer view CMS author view Web team view We send reports with comment to CMS authors

28. Socitm take-up survey “ Seems that once the library computer system shuts down after hours, then looking up the catalogue or renewing is only for the brave & persistent!!” “ I still don't know when to apply for school for my child.” “ I need to know if recycling centre takes microwaves - will ring” "It would like to be able to search for bus information by street name. It is difficult to find which buses go to which roads, important to find out re how to get to schools etc. "

29. Remote user testing

30. Remote testing Remote testing tells you there’s a problem, but not why there’s a problem

31. Moderated user testing Moderated testing reveals why users are having problems

32. Step 4 - Improve

34. 55 % of visits from search engines 9% of visits include the home page

35. Our new home page?

36. Use landing pages which link to top tasks and use terminology that matches users’ search terms

38. Improve and test task usability

39. Users struggled with the search by road number The town/street drop downs are large and hard to navigate

40. Road number and name are now combined in an auto-suggest AJAX search

41. Remove unnecessary web content – it doesn’t help customers

42. Content audits are useful

43. Step 5 - evaluate again!

45. Track channel usage