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 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Discovery so far - issues The navigation is unintuitive and broken There is too much use of jargon There is a lot of out of date content We are completely failing on web accessibility We have major search problems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/