achieving a four star site at hinckley & bosworth borough council anne jones, web officer ...
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Achieving a four star site at Hinckley & Bosworth
Borough Council
Anne Jones, Web Officer
www.hinckley-bosworth.gov.uk
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About us
• Hinckley & Bosworth in Leicestershire, East Midlands• Borough Council• Approximately 400 staff• Web officer, in Communications• Work closely with Customer Services (under same senior manager)
www.hinckley-bosworth.gov.uk
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Staff
• Run/ coordinate the website• Have access to a developer in IT• 10 content editors across the council• Three content approvers
www.hinckley-bosworth.gov.uk
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New CMS - 2010
• Jadu provides our CMS• All content manually migrated• Task-oriented approach from the beginning
www.hinckley-bosworth.gov.uk
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Home page locked down
Specific areas of content e.g.
• Top tasks• Home page adverts• My Hinckley & Bosworth
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Home page: areas of content
• Home page adverts - limited spaces for a limited time: has to be what is interesting for customers, the public• Some areas of content populated automatically – can’t be manually changed• Four small picture adverts for frequently visited pages – service areas keen to keep these links• Nowhere to just add a link
www.hinckley-bosworth.gov.uk
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Top tasks
What are our top tasks? Look at:
• Phone enquiries; and how often in a year• Face-to-face, ‘reception’ enquiries• Web analytics to see what customers are looking for
frequently• Popular phone and face-to-face enquiries and can I find
this information/do this transaction on our website?
www.hinckley-bosworth.gov.uk
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Top tasks aren’t static
• Reviewed every six months• Tasks aren’t necessarily static
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Top tasks – home page
• Available from the home page
www.hinckley-bosworth.gov.uk
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Top tasks – top menu
• And from a link in top menu in all pages:
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Example of a top task
• Pay council tax is a top task
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‘Mini’ tasks:
• What might the user want to do next? • What else might I need to do/ find out if I were the customer?• Included in landing pages• Mini tasks likely to change more frequently• Limit number of mini tasks – up to seven
www.hinckley-bosworth.gov.uk
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Example of mini tasks forpaying council tax
• Give customers different options • ‘Straight to paying council tax online’• ‘Pay council tax by direct debit’
• The more popular the task, the higher up the list
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‘Mini’ tasks – change more frequently
• For example, recent County Council elections ‘Find out about the County Council election 2013’
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Test the task
• Pretend you don’t know how it works• Work with content editor• Test the customer journey and get others to test – could you pay your council tax using our site?• Use feedback from customers to improve and fine-tune
Feedback from customers very useful for fine-tuning mini tasks.
www.hinckley-bosworth.gov.uk
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Labelling tasks
• Sometimes a phrase: ‘View current planning applications near to you’• Sometimes individual words: ‘Benefits calculator’• What fits; as specific as it needs to be, at a given time
www.hinckley-bosworth.gov.uk
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Design of mini tasks:buttons
• One task or two in a page – individual buttons• Icons for specific actions, for example:
• Pencil - apply• Question mark – help• Padlock - pay
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Design of mini tasks: task supplement
• For several mini tasks• Consistent position in page• Not static – currently considering how to improve design, position in page
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Listen to feedback
• Use all feedback to make changes to our tasks, for example:
• Emails from customers• Take up campaign
• Tweaked frequently
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Finding tasks
• Search engine optimised for top tasks• For example, ‘pay council tax’ returns the top task ‘how to pay council tax’
• Top tasks are in the A to Z• For example, ‘Council tax – pay’
• Link to top tasks available in all pages – visitors won’t necessarily land on the home page
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Mobile
• Work in progress• Task approach throughout• Top tasks – not identical to main site:
• e.g. car parks• Shorter labels:
•‘Leisure centres’, ‘council jobs’• Moving to a responsive design
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