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There is a lot of out of date content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/