bromley mylife training

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Towards simplicity a training programme for our Bromley MyLife website

Visit http://bromley.mylifeportal.co.ukCreated by

Michael Watts, Product Owner michael.watts@bromley.gov.uk January 2016

We are going to achieve To remember why we are here- but not in a deep philosophical way To understand what makes the website the website - like Terms & Conditions, but more interesting To have a chance to play with the actual website - with real life examplesIntroduction ____Visit http://bromley.mylifeportal.co.uk

____Visit http://bromley.mylifeportal.co.ukWhat do you want to get out of this?http://www.bethanyvillageathome.org/wp-content/uploads/2014/11/bigstock-Set-Goals-Hand-Red-Marker-40622692.jpg

____Visit http://bromley.mylifeportal.co.uk

-----and to do that,we need to start with why-----So, to go forward, we need to go back...____Visit http://bromley.mylifeportal.co.uk

Taken from

So, why do we have our Bromley MyLife website? ____Visit http://bromley.mylifeportal.co.ukShout out what you think

To help people make informed choices about their lives____Visit http://bromley.mylifeportal.co.uk

Our website- a lifetime of development & change____Visit http://bromley.mylifeportal.co.ukImage : http://aprilkirkwood.com/wp-content/uploads/2015/05/life-stages.jpg

____Visit http://bromley.mylifeportal.co.uk

The life of our website- in a single timeline

To help people make informed choices about their lives____Visit http://bromley.mylifeportal.co.uk

Our driving principle Our standards Our style

The important stuff - before we get to the fun bits!____Visit http://bromley.mylifeportal.co.uk

Time for some chanting - user experience, user experience, user experience The user* experience needs to be at the heart of everything we do.-- No exceptions --* and by the user we meanmembers of the public and professionals____Visit http://bromley.mylifeportal.co.uk

____Visit http://bromley.mylifeportal.co.uk

1. A popular example of user experience- why, just why?

2. My user experience - in Maidstone!____Visit http://bromley.mylifeportal.co.uk

3. A user experience - in the office!____Visit http://bromley.mylifeportal.co.uk

4. A user experience - by the Council!____Visit http://bromley.mylifeportal.co.uk

Step 1Step 2Step 3

Step 4

Time for some chanting - user experience, user experience, user experience The user* experience needs to be at the heart of everything we do.-- No exceptions --* and by the user we meanmembers of the public and professionals____Visit http://bromley.mylifeportal.co.uk

____Visit http://bromley.mylifeportal.co.ukhttp://img.cdandlp.com/2012/09/imgL/115565672.jpg

The old skool way - how we used to do things

____Visit http://bromley.mylifeportal.co.uk

Our design-led approach - the 5 stages of development Plus:

Retire the old stuff____Visit http://bromley.mylifeportal.co.uk

____Visit http://bromley.mylifeportal.co.ukhttp://www.thedigitalprojectmanager.com/wp-content/uploads/2015/01/terms-and-conditions-apply.jpg

Standard 1:The user experience is paramount & is at the heart of the websiteStandard 2:Information is provided in public friendly wording with no jargon or very minimal, well explained, jargon when the user needs itStandard 3:The pages are designed & built from a landscaped smartphone viewpointStandard 4:Information is provided using learning from behavioural insights to nudge the user towards self-directed & self-managed support as a method of demand managementStandard 5:The pages are regularly reviewed & revised based on user experience Our five core standards ____Visit http://bromley.mylifeportal.co.uk

Users like the images & brightness of the website so, we need to keep & build on that Users expect a consistent experience so, we need to have a similar style & format across all the pages Users want honest & open advice so, we need to be transparent about services, eligibility criteria, costs, etc.----The key takeaway We need to make sure that all our pages are similar not identical across all the sections Our style is our strength- lets build on our authentic voice ____Visit http://bromley.mylifeportal.co.uk

Part of the purpose of the website is to manage demand on the Councils services - so, if users need to go through other services that are available in their local community first, then we need to say that Being honest manages expectations, reduces the number of negative first contacts, & gives people a better user experience Signposting to the correct services in a clear way can make sure that all local services are fully used ----The key takeaway When we write content & build pages, we need to point people to the correct places in the order that they will need to use them users want honesty Helping manage demand - helping people find the right support____Visit http://bromley.mylifeportal.co.uk

Users want to find information easily & quickly & then be able to understand it!- so, we need to make sure the information is written in simple, easy to understand terminology (we do have a tool that can test it!)Users read less than 20% of the text content on an average web page - so, we need to be focused on what we write & make sure the key points are clearUse boxes, bullet points, rework paragraphs & highlight important bits----The key takeaway When we write content, stop & re-read it. Would a member of your family (or a mate in the pub/coffee shop/restaurant/spa*) understand it? No? Then change it! Do you understand it?- keep information simple____Visit http://bromley.mylifeportal.co.uk* delete as appropriate!

Users often look past images & can often get frustrated by them but we also know that users like the images & brightness of our website- so, we need to make sure that the images that we use are relevant, add to the page & are not obviously fake people stock photos Users get annoyed by poor quality images that are not properly produced - so, we need to make sure that our images are not stretched, fuzzy or look cheap ----The key takeaway When we build pages, only use images that add to the user experience & which are high quality A picture is worth a 1,000 words- except when it isnt!____Visit http://bromley.mylifeportal.co.uk

Users are increasingly visiting the website on a mobile or tablet device* - so, we need to make sure that they have a good experience of each & every page that they visit Users visit pages about an actual service on a mobile more than pages about processes, eligibility criteria & waffle- so, we need to understand that users want to find & use information in different ways ----The key takeaway We need to make sure we build all pages from a landscaped smartphone viewpoint focusing on pages about an actual service

Mobile (& tablets) are the future- lets give them a good experience now____Visit http://bromley.mylifeportal.co.uk* 1 in 100 visits in May 2011 compared to 1 in 2 visits in May 2015

____Visit http://bromley.mylifeportal.co.ukhttp://wallpaperstock.net/time-to-play-poker_twitter_cover_16911_1600x1200_1.htmlAlmost

Whats the brief?We have been commissioned by Bromley CCG to build a new set of pages to help promote the self-management (patients) courses that they have commissioned Whats the timescale?Bromley CCG have an event to launch the courses and to train new patients in 3 weeks timeWhats happened so far?This is the first we have heard about the event or the need to have this on the website. The lead officer has sent a word document with what they want the pages to say & a supporting image. These are attached. The exercise____Visit http://bromley.mylifeportal.co.uk

____Visit http://bromley.mylifeportal.co.ukhttp://pre09.deviantart.net/1b83/th/pre/i/2011/275/9/9/but___where_to_start__by_thesilentnight-d4bo6dc.jpg

____Visit http://bromley.mylifeportal.co.uk

Lets pick apart the brief - Why are these pages being developed? - What do you think?So, to go forward, we need to go back...____Visit http://bromley.mylifeportal.co.uk

Lets pick apart the brief - Why are these pages being developed? - What do you think?-- Now we know why they are being developed -- move on to the next stage So, to go forward, we need to go back...____Visit http://bromley.mylifeportal.co.uk

Lets pick apart the brief - Why are these pages being developed? - What do you think?-- Now we know why they are being developed -- move on to the next stage Does that fit with the purpose of the website? - Hands up who thinks it does why?So, to go forward, we need to go back...____Visit http://bromley.mylifeportal.co.uk

Lets pick apart the brief - Why are these pages being developed? - What do you think?-- Now we know why they are being developed -- move on to the next stage Does that fit with the purpose of the website? - Hands up who thinks it does why?-- Now we know it does fit -- move on to the next stage So, to go forward, we need to go back...____Visit http://bromley.mylifeportal.co.uk

Lets pick apart the brief - Why are these pages being developed? - What do you think?-- Now we know why they are being developed -- move on to the next stage Does that fit with the purpose of the website? - Hands up who thinks it does why?-- Now we know it does fit -- move on to the next stage What need will this meet? Who will it benefit? Who is it aimed at?- Time for you to create a Persona So, to go forward, we need to go back...____Visit http://bromley.mylifeportal.co.uk

____Visit http://bromley.mylifeportal.co.ukhttp://www.romanpichler.com/wp-content/uploads/2013/12/RomansPersonaTemplateApplied.jpg