ux and content strategy for the isd website chris moos isd website and communications team
Post on 01-Apr-2015
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UX and Content Strategy for the ISD website
Chris Moos
ISD Website and Communications Team
What does UX and content strategy bring to the ISD website redesign project
Rigour in terms of objective analysis
User focused approach
Collaborative way of working
Iterative prototyping
A joined up methodology
Key activities
Business requirements
User requirements
Content audit
Surveys
Site maps
Competitor analysis
Usability testing
Focus groups
Card sorting
Key activities
Wireframes
Contextual diagrams
User journeys
Task flows
Prototypes/wireframes
Benefits that ISD is seeking from the project
Reduce Service Desk calls
Increase the ability for users to self serve
Raise the profile of ISD
Encourage more of UCL to use ISD services and applications
Increase customer satisfaction
Website traffic
Heat mapping
ISD website – page audit
Competitor review
Online survey
User testing
Card sorting
Wireframes
Discovery so far - usage
The ISD site is the third most hit site within UCL
Most users visit the site for:
Access to email
Password resetting
Getting online (esp. wireless access)
Software
Service desk
Discovery so far - issues
The navigation is unintuitive and broken
There is too much use of jargon
There is a lot of out of date content
We are completely failing on web accessibility
We have major search problems
Discovery so far – what users want
Better navigation and usability
What is ISD?
Accessing / licensing software
Better, clearer, up-to-date practical guidance
Support for non Windows OS, esp Mac and Linux
Remote access, esp VPN
Staff names and contacts within ISD
Sharing the experience gained
Report on content strategy and user experience process
Sharing of survey results
Web governance group to be established
Ongoing evaluation post launch
Progress and lessons learned on our blog:
blogs.ucl.ac.uk/isd-comms/
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