The document discusses the results of a 2017-18 review of local government websites on mobile devices. It found that 75% of sites provided a good mobile experience, an improvement from 68% in 2016 but still lower than the 32% with a poor experience in 2015. Questions about common services like libraries and payments were answered fairly quickly on mobile, though library links sometimes failed. While most sites had obvious search and avoided the desktop version, only 68% had prominent search and some had unresponsive maps, forms or widgets. Issues also included unclear navigation menus, hidden content, unoptimized forms, and links that open in new tabs.

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betterconnected.socitm.net @btrconnected
Better connected reviewer
James Coltham
The mobile experience

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Headline findings for mobile 2016-17
• compares with 68% in 2016 (when
the test was simpler)
• 32% in 2015
• Still nearly a quarter providing awful
experience

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‘How quickly’ questions: scores
average 0-4
Page with information about the council's 2017/18 budget 2.1
Online form to complain 2.3
Corporate contact phone number for the council 2.8
CC & single tier only
My nearest library using a postcode OR a map 0.9
List of local primary schools 2.6
Where to register a new baby 2.6
Districts only
Band C charge for 2017-18 2.5
My nearest park using a postcode OR a map n/a
Info about Neighbourhood Planning in the council area ? 2
Clear issue with libraries – many failed to link from libraries page to ‘Find my nearest’

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We added a series of ‘Yes’ questions in 2016-17 Yes
1 Is it easy to access services from the home page 75%
2 Is site search obvious/explicit?
68%
3 Confirm that your visit experience did NOT include being
taken to the desktop version of the site
74%
4 Confirm that during your visit you did NOT need to zoom in
(eg to see/use a link or other feature) 67%
5 Is the complaint form optimised for mobile (x if no online
facility 58%
6 Confirm that your browsing of this site on your mobile
device was free of errors that prevented you completing
one or more questions?
80%
NB figures include non mobile sites all of which will have scored ‘No’

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Common mobile issues

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1. Independent scrolling
• Maps
• Social widgets
• Forms

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2. Searching for search (only 68%)
Is it a frying pan?
Is it a mirror?
Does it zoom?

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Still searching…

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Still searching…

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Oh the irony of a hidden search box…

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3. Hamburgers = mystery meat

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More mystery meat

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More mystery meat

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3. Hamburgers = mystery meat

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A selection of mystery meats!

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If you have to explain it…

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Label your mystery meat properly…

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4. Hidden sections…

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4. Hidden sections…

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4. Hidden sections…

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4. And hidden content…

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5. Responsive but…

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Also spotted…

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Also spotted…

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Also spotted…
(review done in May 2017)

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Other common niggles
Starting on a mobile-optimised site, only to be
dumped onto a desktop page (most commonly a
third party site or online form)
Links opening in new tabs – very annoying on
mobile!
Indistinct hyperlinks – no way of “sweeping” the
page!
Unnecessary text input i.e. forms asking for
superfluous details like “title”

30. betterconnected.socitm.net
@btrconnected
betterconnected.socitm.net @btrconnected
Better connected reviewer
James Coltham
Thank you