Really Useful Days | Abby Rudland | November 2014
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Presentation of what Really Useful Days are and how they started. Presented by Abby Rudland from Local Direct at Local Digital Today on 14 November 2014.
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Really Useful Days | Abby Rudland | November 2014
- 1. Really Useful Days Really Useful Days Abby Rudland Local Direct @localdirectgov
- 2. Why we began Really Useful Days GOV.UK I want to pay my council tax The council tax page on local authority website Local authorities have provided these links since 2006
- 3. We wanted to say thank you Really Useful Days
- 4. What are Really Useful Days? • Practical learning events for local Really Useful Days authorities • Help local authorities do digital better • A space where people can network, share ideas and learn from each other • FREE! • Local – we go all over the country
- 5. What are Really Useful Days? Talks from local authorities and specialist Really Useful Days organisations (eg GDS) Practical exercises Open discussion Networking
- 6. Who have we reached? Since July 2011… • 38 Really Useful Days • 1468 people • 271 councils from England, Scotland and Wales Really Useful Days
- 7. Really Useful Days Three themes • Improving customer journeys • Social media for councils • Digital services for all (digital inclusion and assisted digital)
- 8. Really Useful Days Do they work? • 97% of people rate the days as good, very good or excellent • Post-it note pledge • We ask people afterwards if they made any changes as a result
- 9. Really Useful Day feedback • “The Really Useful Day was just that. I have used the GOV.UK style guide to create some user-focussed pages, and worked with content holders asking them to think about what the user wants when putting together new content.” • “I found the event to be really interesting (and useful!) and probably for the first time I have looked at my section of webpages on our website from a 'user' perspective.” • “Since the RU Day, I have set up a Digital Inclusion Working Group. I presented to them some of the excellent content from the day and relayed stories of the hectic webpages we reviewed, in support of the argument that a simple and easy-to-use webpage is fundamental in reaching people who are digitally excluded.” • “I’ve used the techniques and resources from the day to work with voluntary sector partner organisations to improve the information and tagging on our websites and the pathways for users. We have found the tips and online documents very practical and useful and it has saved us a lot of work.” Really Useful Days
- 10. The best way to explain a Really Useful Day is to show you… So let’s try the theme: “Improving customer journeys” Really Useful Days
- 11. Each group = 3 examples of a user journey Really Useful Days
- 12. 1 = good 1 = average 1 = not very good Really Useful Days
- 13. Really Useful Days For each journey:- - What’s good? - What’s bad?
- 14. Imagine you are a customer now. You’ve received a parking fine (grrrr) and you have to pay it. It’s a busy day and you’re in a bad mood. You want to pay the fine and get on and do something more enjoyable. Really Useful Days
- 16. So long and so much text. Makes me lose the will to live… Really Useful Days
- 17. Let’s look at page 2 in some more detail Really Useful Days
- 18. Really Useful Days Inconsistent language. Is it a parking fine, a penalty charge notice or a PCN? Jargon – would I understand this if English wasn’t my first language?
- 19. Really Useful Days The link to payment is hidden halfway down page and hard to find – I might give up and call the council.
- 20. Really Useful Days Blimey, hasn’t this page ended yet??
- 21. Hmm, not quite sure which one to click… Really Useful Days
- 22. The look and feel of the website changes for the last 2 pages – am I still on the same site? Really Useful Days I select that I want to pay – and it then asks me to select what I want to pay again. Grrrrrr.
- 23. Nearly out of here at last! But I’m in a worse mood than when I started… Really Useful Days
- 24. Thankfully, not all journeys are like this… Really Useful Days
- 26. Really Useful Days I’ve gone straight to the payment page from Google – great! No long reams of text about what a parking fine is and what Camden spends the revenue on
- 27. I have to select what I want to pay for again… Really Useful Days
- 28. Really Useful Days Still has the Camden logo, so I know I’m in the right place
- 29. We then ask participants to come up with a model / perfect user journey Really Useful Days
- 30. We put all the outputs on our website: www.localdirect.gov.uk Really Useful Days
- 31. Really Useful Days http://www.localdirect.gov.uk/resources/really-useful-day-event-resources- 2/
- 33. Really Useful Days http://www.localdirect.gov.uk/resource/personas-for-digital-inclusion- and-assisted-digital/
- 34. Really Useful Days http://www.localdirect.gov.uk/resource/run-your-own-really-useful- day-toolkit-improving-customer-journeys/
- 35. Our next Really Useful Days • 20 Nov Macclesfield - Social media • 2 Dec Doncaster - Digital inclusion • 12 Dec Durham - Improving customer Really Useful Days journeys • 14 Jan Salisbury - Social media
- 36. Hope to see you at one of them! Abby.rudland@communities.gsi.gov.uk @localdirectgov Really Useful Days
Editor's Notes
- Can’t go into detail because of time pressure, but I’ll go through the main points that people pick out about this journey
- Can’t go into detail because of time pressure, but I’ll go through the main points that people pick out about this journey
- Can’t go into detail because of time pressure, but I’ll go through the main points that people pick out about this journey
- This page goes on and on and on… Where do I click to continue the journey and pay?
- Where do I click?
- Personas are good when you want to test your newly developed screens for people who aren’t comfortable using digital.
- We can’t go everywhere – so this lets people run their own Really Useful Day