User needs as a basis for development of the HCSO website Linda Andrejcsik Dissemination Department Analysis Section Dissemination Working Group 15–16 November 2016

User satisfaction researches for the development of website Analysing weblog data – continuously since 2007 Web surveys – since 2009 Qualitative techniques (e.g. focus groups) Special methods (e.g. eye-tracking) „Question of the week” quiz-box

User researches about the HCSO website 2009: questionnaire-based survey about the website (229 respondents) focus-group 2012: testing of the renewed website (89 respondents) Regular annually minor surveys focusing on services provided by the website 2014: general user research (survey and focus groups) (1,500 respondents) 2016: interview with press representatives eye-tracking research and focus groups (82+29 respondents) Plus: regular monitoring of weblog data

HCSO’s homepage between 2004 and 2012

Main findings and new arrangements before 2012 Developments, new arrangements Free downloadable publications were diverse. It was difficult to navigate between them and these were scattered throughout the site. (2009) 2010: even in our previous site the Publication Repertory has been renewed. The users found that the website has too many menu items; crowdy website, too much information. (2009) 2012: the HCSO website was completely rebuilt both in terms of structure and design The search engine did not generate relevant hits. (2009) 2010: The search engine's effectiveness was partly repaired. 2012: An entirely new search engine was integrated into the new site. According to the results of weblog analysis, the order of the menu items was not optimal (2010) 2012: the order of the menu items has changed in the renewed website

HCSO’s homepage after 2012

Main findings, new arrangements and plans after 2012 Developments, new arrangements 92% of the users obtain their data from the website. (2014) More data and publications are available on the website, while the number of printed publications was reduced. The academical sphere, the researchers, and the higher education have special data needs. (2014) The room for researchers (Safe Centre) has been improved significantly. Plan: more database will be freely available. The communication channels of HCSO was found slightly under-developed and old-style by the users (2014) Dissemination Calendar and Contact center have appeared on the website (2014) The HCSO has appeared on the Facebook (2014) The structure of the metainformation’s publication-system is also difficult and labyrinthine in the website (2015) Plan to renew with the metainformation publication at the time of the switch for SIMS2.0

Main findings, new arrangements and plans after 2012 (cont.) Developments, new arrangements According to the users the search engine is not efficient (2014, 2016) The filters must be more recognizable in the Search-subpage (visually striking characters). The website is unable to satisfy the needs of professional users and non-professional (casual) users at the same time. (2016) Plan: creating separate subpages for some special user groups (e.g. media, researchers) The majority of users have difficulty in finding specific data on the website: the meaning of each menu item is not clear and the structure of the menu-system is difficult, thus even experienced users miss their way (2016) Plan: develop another, more user-friendly website: restructuring the menu system in particular concerning the data

Interesting results about user satisfaction survey, 2016 2016: user satisfaction survey – 4 user groups: Common user Data provider Researcher, analyst User of regional statistics Surveys: Focus groups (29 respondents) Eye-tracking test (82 respondents)

Interesting results about user satisfaction survey, 2016 Expectations – „ideal homepage”: Content: reliability, accuracy, timeliness, indication of sources Structure: clear-cut system of menu, representation of definitions, exact and detailed searching, classification – according to themes, simple navigation Design: transparent homepage, modern, clear-out, using only a few colour Major problems related to structure: Data can be found in several menus (dissemination database, tables, themes, publications) Themes are not clear Search engine: too many irrelevant results N=82

Eye-tracking test, 2016 Common user Researcher, analyst Data provider User of regional statistics

Eye-tracking test, 2016 First opening –time spent on the homepage: User of regional statistics: 9 sec Researcher: 12 sec Common user: 16 sec Data provider: 29 sec

HCSO’s homepage Continuous development 2017: development of the structure and design Medium-term purpose: operation will be based on database Between 2004 and 2012 From 2012 Recommendations

Thank you for your attention! www.ksh.hu Linda.Andrejcsik@ksh.hu