When something’s not right on your street, and you’ve gone out of your way to report it to the local council, the last thing you want is to get bogged down in a complex log-in procedure.
That’s why FixMyStreet has always put the log-in step after the reporting step, and has always allowed you to report a problem without needing an account or password at all.
But we know we can always do better, and in the 11 years that FixMyStreet has been around, new design patterns have emerged across the web, shifting user expectations around how we prove our identities and manage our data on websites and online services.
Over the years, we’d made small changes, informed by user feedback and A/B testing. But earlier this year, we decided to take a more holistic look at the entire log-in/sign-up process on FixMyStreet, and see whether some more fundamental changes could not only reduce the friction our users were experiencing, but help FixMyStreet actively exceed the average 2018 web user’s expectations and experiences around logging in and signing up to websites.
One thing at a time
Previously, FixMyStreet tried to do clever things with multi-purpose forms that could either log you in or create an account or change your password. This was a smart way to reduce the number of pages a user had to load. But now, with the vast majority of our UK users accessing FixMyStreet over high speed internet connections, our unusual combined log-in/sign-up forms simply served to break established web conventions and make parts of FixMyStreet feel strange and unfamiliar.
In 2014 we added dedicated links to a “My account” page, and the “Change your password” form, but it still didn’t prevent a steady trickle of support emails from users understandably confused over whether they needed an account, whether they were already logged in, and how they could sign up.
So this year, we took some of the advice we usually give to our partners and clients: do one thing per screen, and do it well. In early November, we launched dramatically simplified login and signup pages across the entire FixMyStreet network – including all of the sites we run for councils and public authorities who use FixMyStreet Pro.
Along the way, we took careful steps—as we always do—to ensure that assistive devices are treated as first class citizens. That means everything from maintaining a sensible tab order for keyboard users, and following best practices for accessible, semantic markup for visually impaired users, to also making sure our login forms work with all the top password managers.
Keeping you in control
The simplified log-in page was a great step forward, but we knew the majority of FixMyStreet users never used it. Instead, they would sign up or log in during the process of reporting their problem.
So, we needed to take some of the simplicity of our new log-in pages, and apply it to the reporting form itself.
For a few years now, the FixMyStreet reporting form has been split into two sections – “Public details” about the problem (which are published online for all to see) followed by “Private details” about you, the reporter (which aren’t published, but are sent to the authority along with your report, so they can respond to you). This year, we decided to make the split much clearer, by dividing the form across two screens.
Now the private details section has space to shine. Reorganised, with the email and password inputs next to each other (another convention that’s become solidified over the last five or ten years), and the “privacy level” of the inputs increasing as you proceed further down the page, the form makes much more sense.
But to make sure you don’t feel like your report has been thrown away when it disappears off-screen, we use subtle animation, and a small “summary” of the report title and description near the top of the log-in form, to reassure you of your progress through the reporting process. The summary also acts as a logical place to return to your report’s public details, in case you want to add or amend them before you send.
Better for everyone
As I’ve mentioned, because FixMyStreet is an open source project, these improvements will soon be available for other FixMyStreet sites all over the UK and indeed the world. We’ve already updated FixMyStreet.com and our council partners’ sites to benefit from them, and we’ll soon be officially releasing the changes as part of FixMyStreet version 2.5, before the end of the year.
I want to take a moment to thank everyone at mySociety who’s contributed to these improvements – including Martin, Louise C, Louise H, Matthew, Dave, and Struan – as well as the helpful feedback we’ve had from our council partners, and our users.
We’re not finished yet though! We’re always working on improving FixMyStreet, and we’ll be keeping a keen eye on user feedback after these changes, so we can inform future improvements to FixMyStreet.com and the FixMyStreet Platform.
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So the last time we blogged about Collideoscope—our cycling collision and near miss reporting service, based on the FixMyStreet Platform—we’d just begun an exciting new phase of exploratory work, looking into how well the site currently meets user needs around collision prevention, and whether it could do more, for instance, in helping cyclists campaign for better safety measures, or helping police collect collision reports more efficiently.
Since then, we’ve conducted a series of interviews, both with cyclists and campaign groups in the Merseyside area, as well as road safety data specialists from further afield, and also West Midlands Police, whose approach to cycle safety has garnered much praise over the last few years.
One-on-one interviews are a part of the user centred design toolkit that we use a lot at mySociety, when we’re early on in a project, and just want to map out the process or problems people face, without jumping to conclusions over how they could be solved right now.
In this case, we used the interviews to improve our understanding of five main areas:
- The physical process of reporting a collision, or a near miss, to the police.
- What incentives / disincentives cyclists have faced when reporting.
- How police forces currently deal with collision reports, and near miss reports.
- What role video recordings can play in reports / prosecutions, and what legal considerations need to be made, to prevent video damaging the case.
- What data cycle safety campaigners currently use, and what new data they feel could improve their case when arguing for better cycling provision.
The experiences, anecdotes, and connections we collect from interviews like these help us shape our thinking about how to build or improve our products, as well as highlighting particular avenues that need more research, or that we can start prototyping right away.
Take video camera footage, for instance. A number of Collideoscope users have asked that we allow them to upload clips from their helmet- or handlebar-mounted cameras, along with their reports.
But, on the other hand, we’d also heard a lot about how police forces were wary of collecting video footage, and especially worried about online videos damaging the chances of successful prosecutions in court.
Our recent interviews showed us the line isn’t quite so clear – savvy police forces realise video evidence is hard to argue with in court, and they want people to submit videos as often as possible. In reality, if a claim reaches court, it’s not the presence of videos online that poses a problem, but the finger-pointing or speculation that often accompanies online footage in the comments section below the video, or in social media posts. This was fascinating to hear, and immediately gave us ideas as to the changes we might need to make, to protect the integrity of video evidence, if we allowed cyclists to upload clips to Collideoscope.
It was also interesting speaking to campaigners about how the data collected by Collideoscope could help them raise the profile of cycle safety in their local areas, or on a national scale – especially data about near misses, something not covered by the UK’s official STATS19 dataset. We’re going to investigate how we could bring some of our boundary-related reporting expertise from MapIt and FixMyStreet onto Collideoscope, to help policy makers compare safety efforts in different areas, and help campaigners and councillors raise concerns over dangerous hotspots.
Later this month, we’ll begin prototyping how some of the things we‘ve learned could work their way into Collideoscope. We’re also particularly keen to investigate the technical feasibility of integrating directly into police incident reporting products, such as the Egress-powered Operation Snap used by police forces in Wales and soon, hopefully, other forces in the UK.
As before though, our research is by no means complete, so if you have expertise in this field, and would like to be consulted or participate in the project, we’d love to hear from you.
This is part II in a series of blog posts about our work with Hackney Council to conduct a discovery and prototyping project to improve the public-facing parts of information request processes. Read the first part here.
With our experience of running WhatDoTheyKnow and Alaveteli, we’re big believers in the importance of information transparency laws in our democratic system. But at the same time, we understand the operational challenges of meeting the statutory requirements of these laws for public bodies.
The challenges of dealing with information requests
While many local authorities have dedicated information governance staff whose job it is to manage requests, finding and compiling the information is often done by hard-pressed staff within services, fitting in information-related work around their core responsibilities.
Requesters sometimes have the expectation that information is all carefully organised in a few databases, ready to be aggregated and extracted at the click of a button. In reality, the degree to which information is well-organised varies a lot between services in a council and between different councils, often because of procurement decisions and departmental priorities stretching back many years.
Working with Hackney Council
We’re part way through our project with Hackney Council that Mark wrote about a few weeks ago, helping them redesign the public-facing parts of their FOI and Subject Access Request (SAR) services, so we’ve seen these challenges up close. We’ve also seen how they can be made even trickier by legacy IT systems that are no longer fit for purpose.
— Rob Miller (@RobMiller31) February 28, 2018
At our ‘show and tell’ last week with Hackney, we shared findings from some of the research we’ve done, along with early prototypes of potential new FOI and SAR submission forms, both created collaboratively with Hackney Council staff.
Prototyping with the GDS toolkit
We decided to go straight from sketches to HTML-based prototypes for this project. We thought that moving in-browser with real interactive elements would make it easier to test out some of the more complicated interactions and conditional workflow of the SAR process in particular.
Prototyping is about quickly testing hypotheses, and not getting bogged down in implementation details. So it was a pleasure to use the GDS frontend toolkit to build our prototypes. Not only did the GOV.UK toolkit help us build something relatively rich in just a few days, but it also meant we benefited from GDS’s previous work on design patterns developed for exactly this kind of context.
Using public information to reduce FOI requests
When submitting a request via WhatDoTheyKnow, users are automatically shown previously submitted requests that might answer their question, and we know that almost 10% of requesters have a look at these suggestions in more detail.
As you can see here, we took this pattern from WhatDoTheyKnow, and enhanced it further in our FOI prototype.
Now, as well as prompting with previous FOI responses from a disclosure log that we’re hoping to build, we also want to include relevant links to other topical or frequently requested information, drawn from other data sources within the council.
If we can get this to work well, we think it could have a number of benefits:
- Helping the person submitting the FOI get their answer more quickly
- Reducing the number of requests that would otherwise have been sent to the council
- Encouraging more proactive, structured publishing of data by the council.
It’s this last point which we’re really interested in, longer term. We think using a common sense technology approach to highlight possible answers to FOI requests before they are made will get people answers more quickly, reduce the burden on responders, and reinforce efforts to proactively release commonly requested data leading to real transparency benefits.
We’ve been doing usability testing of these prototypes over the last few days, and will be looking very closely at whether our assumptions here stand up to scrutiny.
Reducing back and forth around SARs
Given our background, we’re inevitably very interested in the FOI component of this project, but the Subject Access Request component is no less important. And while there’s none of the same opportunity for pre-emptively answering people’s requests, there’s plenty of scope for making the submission process a lot smoother.
A valid FOI is just a written request and some contact details, but the information needed for a SAR to be valid is much greater and more complicated. For example, along with the specifics of the request, a solicitor asking for personal information on behalf of a parent and their 16-year old child would have to provide proof of ID and address for both family members, a letter of consent from the child, and a letter of authority from the parent, confirming that the solicitor is acting for them. Even the most straightforward SAR calls for the handling of personal data and confirmation of the requestor’s identity and address.
Given all this complexity, it’s easy for there to be a lot of back and forth at the start of a SAR: clarifying a request, asking for documents, arranging receipt of documents, and so on.
We’re hoping to build something that makes it much clearer to the person making the request what they’ll need to do, thereby taking some of that responsibility off the shoulders of the team managing the requests.
The sketch above was our first crack at something that could handle (most of) this complexity, and we’ve made a number of changes since then as our understanding of it all has increased.
Recruiting representative users to test SAR submission has proved challenging and wasn’t helped by the Beast from the East rearing its snow-covered head. But we changed tack and successfully ran some guerilla testing in Hackney’s service centre last week, and we’re hoping to do further testing later in the project that has more chance of benefiting from contacts cultivated by individual services.
Changing the conversation
The conversation around information requests often focuses on the burden of responding. And although the number of information requests local authorities receive is unlikely to decrease any time soon, we’re hoping that through our collaboration with Hackney, we can make handling them a whole lot easier.
If we do it well, we think we could eliminate a lot of the process issues created by poorly-designed legacy systems, while baking in a fundamentally more open and transparent way of operating that has the potential to benefit both citizen and state alike.
If you’re responsible for managing FOI requests or data protection in your own public sector body and you’d like to follow this project in more detail—or if you’d like to participate in some of the discovery work—then please get in touch at email@example.com.
Image: Sarah Palmer-Edwards
There’s a common theme to a lot of mySociety sites: enter your postcode, see something that relates to you.
From FaxYourMP—the mySociety project so old it predates mySociety itself (paradox!)—through to TheyWorkForYou, FixMyStreet, and WriteToThem, as well as a few of our commercial projects like Mapumental and Better Care, we’ve discovered that asking for a visitor’s location is a super effective way of unlocking clear, relevant information for them to act on.
So perhaps it shouldn’t have come as a surprise that, while doing some regular monitoring of traffic on this website, we noticed a fairly significant number of people attempting to search for things like postcodes, MP names, and the topics of recent debates.
Random sample of search terms, July–December 2017 animal sentience corbyn germany CR0 2RH theresa may EN3 5PB fire ruth davidson HG5 0UH eu withdrawal bill diane abbott
By default, the search box on this site delivered results from our blog post archive (it goes all the way back to 2004 don’t you know!)… which is pretty much what you’d expect if you know how we do things here at mySociety. We have this centralised website to talk about ourselves as an organisation; then each of our projects such as TheyWorkForYou or FixMyStreet is its own separate site.
But, looking at these search terms, it was pretty clear that an awful lot of people don’t know that… and, when you think about it, why should they?
The most obvious solution would just have been to direct visitors towards the individual sites, so they could repeat their searches there. Job done.
But we figured, why inconvenience you? If you’ve made it this far, we owe it to you to get you the information you need as quickly as possible.
Handily, we’ve got rather good at detecting valid postcodes when our users enter them, so programmatically noticing when a user was searching for a location wasn’t hard. And equally handily, TheyWorkForYou offers a powerful API that lets developers exchange a user’s postcode for detailed data about the boundaries and representatives at that location.
What do you get when you combine the two? Automatic search suggestions for TheyWorkForYou, FixMyStreet, and WriteToThem, when you enter your postcode on www.mysociety.org.
The search page is also aware of the most frequently searched-for MPs on our site, and will offer a direct link to their TheyWorkForYou profile if you search for their names.
And finally, if you search for something other than a postcode, we give you a single-click way to repeat your search, automatically, on TheyWorkForYou, opening up decades of parliamentary transcripts to you, with a single tap of your finger.
It’s not a big, glamorous feature. But it’s something we know will come in useful for the few hundred people who search our site every week—possibly without their ever noticing this little bit of hand-holding as we steer them across to the site they didn’t even know they wanted. And most importantly, it should introduce a few more people to the wealth of data we hold about the decision-makers in their lives.
Header image, Flickr user Plenuntje, CC BY-SA 2.0
Last month, I gave a talk at DotYork—a digital conference in the North of England—about the way mySociety designs and builds websites for different countries and cultures all around the world.
If you’re into web technologies, or user research, or just generally the sort of work mySociety does, then it’s a fun 15 minute watch!
At the end of the Q&A session, I said I should write a blog post with links to some of the stuff I couldn’t fit into my talk. So here is that blog post!
- Working with the mySociety design team – a primer we often share with new international partners, before starting on a joint project.
- The Facebook-Loving Farmers of Myanmar – a fascinating exposé into how people outside the Europe and the US have very different relationships with online technologies.
- User Research When You Can’t Talk To Your Users – some great ideas on where to get user feedback on your products, even when you can’t talk to them in person.
- A really excellent post from Karolina Szczur on improving front-end performance for websites, including optimising images, fonts, and scripts, and continuously montoring performance.
- A guide to Analysing Network Performance in Chrome DevTools – a great introduction for anyone trying to track down why their website isn’t loading quickly.
Header photo © Hewitt & Walker
When someone uses mySociety software to report a street problem, or make a Freedom of Information request, it’s often in a language other than English, because our code is used to power sites all over the world.
That’s fine: we include a facility for people to add translations to the sites they deploy, so, job done, right?
Except, unfortunately, there’s more to it than that. However much we complain about the idiosyncrasies of our language, there’s one thing English has got going for it, and that’s conciseness. And that means that words and phrases which fit quite nicely into our designs suddenly become problematic.
A recent front-end design ticket in Alaveteli, our Freedom of Information platform, centred around improving the display of various standard elements (the navigation bar, language switcher, logged-in user links) when the Alaveteli site in question is displaying in a language other than English.
Here’s a picture which shows exactly why that was an issue:
To put it bluntly: As soon as those carefully-crafted navigation bar links get translated, all bets are off as to whether they’ll continue to fit in the space provided. It’s an issue that’s faced by anyone creating software designed for international reuse.
So I figured I’d share a few things the mySociety design team has learned about internationalisation, and one quick trick that I recently started using to test international language lengths on our own websites.
Not only are some languages more verbose than others (ie: they use more words to convey the same concept), but many use more characters per word.
Then there are other languages which use fewer—but more complex—characters that need to be displayed larger to still remain legible.
The W3C (which sets standards for the web) suggests that front-end developers can expect the following ratio of increase/decrease in visual text width when translating from English into this handful of common languages:
Language Translation Ratio Korean 조회 0.8 English views 1 Chinese 次檢視 1.2 Portuguese visualizações 2.6 French consultations 2.6 German -mal angesehen 2.8 Italian visualizzazioni 3
That’s a 150–200% increase in space required to display words in the European / South American languages that we deal with quite a lot here at mySociety.
Often, you’re lucky, and the layout includes enough space to absorb the extra words. Headings and paragraphs of text are really good at this. Indeed, as the amount of text to be translated gets bigger, you notice that the translation has less effect on space, as the W3C, again, notes:
No. of characters in English source Average expansion Up to 10 characters 200–300% 11–20 characters 180–200% 21–30 characters 160–180% 31–50 characters 140–160% 51–70 characters 151-170% Over 70 characters 130%
So—no need to worry—it’s just short little bits of text that hurt the most. Phew.
Hang on, short little bits of text… like all those buttons and links all over every single website mySociety makes?
That’s what mySociety has designers for 🙂
There are lots of tricks we can use to reinforce our layouts to better handle long strings. For instance, where possible, we avoid creating horizontally-constrained navigation bars.
And in some cases, we can use modern styling techniques like Flexbox to better handle overflowing text without harming legibility or the overall layout of the page.
But testing the effectiveness of these techniques can take time and, while we have a fantastic network of volunteers and international partners who translate our open source projects, we’re often working on the initial layout and styling before that has a chance to happen.
While I was working out fixes for the Alaveteli user links and language picker dropdown, I threw together a quick “pseudolocalize” function that temporarily makes the text longer, so we could preview how it’ll look once it gets translated.
Only later did I discover that “Pseudolocalization” is, apparently, a real thing, originating from the Windows developer community.
Typically existing Pseudolocalization functions would do all sorts of orthographic substitutions to test how weird characters are displayed, as well as padding the strings to make them longer. So, something like Account Settings would be transformed into [!!! Àççôûñţ Šéţţîñĝš !!!].
My little function skips the weird character substitutions, and instead just doubles the text content of any elements you tell it to.
So you can run…
…in your browser console, to turn this…
Yep, it’s useful and it’s ridiculous — our favourite combination.
Plus, it’s super fast, and it works with nested elements, so if you were totally crazy, you could just run it on the entire
'body'and be done with it!
Now, we’re not saying we’ll be able to cope with, say, the longest word in Sanskrit, which is 431 letters long, but this approach does make us pretty confident that we’ve got a great basis for whatever most languages can throw at us.
If you’re a web developer with similarly ingenious tricks for improving the internationalization of your sites, share them in the comments box!