Yep, now it’s Manchester’s turn. We’ve been having mySociety meet-ups in towns all over the UK – it’s been great to meet people for a friendly chat and a drink.
If you’re local to Manchester and you’d like to know more about what mySociety do, drop by. There’s no agenda, but we’re always happy to talk about open data, eDemocracy, and online civic stuff in general. And we hear that our chosen venue does excellent pancakes.
We’re in town ahead of the Capita Channel Shift conference. If you’re also attending, you’d be welcome to come and join us for a drink and a chat about digital tech for local government.
When: 7pm onwards, Weds 4th December
Where: Home Sweet Home on Edge Street, M4 1HE. Map
How: Add your name to our Lanyrd page to let us know you’re coming.
Who: Anyone who fancies it.
NB: Look out for the mySociety hoodie (they look like this, only usually with a person inside). Watch our Twitter stream on @mySociety to check for last minute advice about where we are sitting or if we have moved venues for unforseen reasons.
Simple things are the most easily overlooked. Two examples: a magician taking a wand out of his pocket (see? so simple that maybe you’ve never thought about why it wasn’t on the table at the start), or the home page on www.fixmystreet.com.
The first thing FixMyStreet asks for is a location. That’s so simple most people don’t think about it; but it doesn’t need to be that way. In fact, a lot of services like this would begin with a login form (“who are you?”) or a problem form (“what’s the problem you want to report?”). Well, we do it this way because we’ve learned from years of experience, experiment and, yes, mistakes.
We start off by giving you, the user, an easy problem (“where are you?”) that doesn’t offer any barrier to entry. Obviously, we’re very generous as to how you can describe that location (although that’s a different topic for another blog post). The point is we’re not asking for accuracy, since as soon as we have the location we will show you a map, on which you can almost literally pinpoint the position of your problem (for example, a pothole). Pretty much everyone can get through that first stage — and this is important if we want people to use the service.
How important? Well, we know that when building a site like FixMyStreet, it’s easy to forget that nobody in the world really needs to report a pothole. They want to, certainly, but they don’t need to. If we make it hard for them, if we make it annoying, or difficult, or intrusive, then they’ll simply give up. Not only does that pothole not get reported, but those users probably won’t bother to try to use FixMyStreet ever again.
So, before you know it, by keeping it simple at the start, we’ve got your journey under way — you’re “in”, the site’s already helping you. It’s showing you a map (a pretty map, actually) of where your problem is. Of course we’ve made it as easy as possible for you to use that map. You see other problems, already reported so maybe you’ll notice that your pothole is already there and we won’t have wasted any of your time making you tell us about it. Meanwhile, behind the scenes, we now know which jurisdictions are responsible for the specific area, so the drop-down menu of categories you’re about to be invited to pick from will already be relevant for the council departments (for example) that your report will be going to.
And note that we still haven’t asked you who you are. We do need to know — we send your name and contact details to the council as part of your report — but you didn’t come to FixMyStreet to tell us who you are, you came first and foremost to report the problem. So we focus on the reporting, and when that is all done then, finally, we can do the identity checks.
Of course there’s a lot more to it than this, and it’s not just civic sites like ours that use such techniques (most modern e-commerce sites have realised the value of making it very easy to take your order before any other processing; many governmental websites have not). But we wanted to show you that if you want to build sites that people use, you should be as clever as a magician, and the secret to that is often keeping it simple — deceptively simple — on the outside.
Over the last 6 months or so, mySociety has been doing increasing amounts of work with local councils, not only helping them with problem reporting and online petitions, but also advising them on the impact of digital by default and how changing customer expectations are affecting digital service provision. To paraphrase Tom, for an ever-increasing number of customers, “local councils don’t have websites, local councils are websites”.
More specifically, we’ve been helping councils use user-centred techniques to kick-start the process of digital transformation: taking existing services that cause unnecessary frustration, figuring out how they should work for the customer in an ideal world, identifying the process changes needed, and helping make them happen.
How do you know where to start?
Most consultancies in this area will publicise their patented 5-step approach, or shower you in platitudes about talking to users and involving service managers, but I thought it would be more useful to walk through in detail what we actually do on a project like this. In this post, I’m going to describe only the first step (I’ll talk about others in future posts): given all the stuff that councils do, how do you know where to start?
Clearly, not every council service is susceptible to digital transformation. If you work in children’s services or benefits advice, your service is more likely to rely on cups of tea and conversation than on your website. But there are high volume transactions that involve exchanges of information or of money that do not, or rather *should not*, require any human intervention. Unfortunately, because of mistakes in how websites are structured and processes organised (that often go right back to decisions about management structure and procurement priorities), unnecessary demand is placed on contact centres.
What are your users trying to do?
So if you want to know what mistakes you’re making with your online presence, the first place you should look is the volume of calls to your contact centres and what questions the callers are asking. Here’s a complete list of all the places you can look for useful data on what your customers are actually trying to do and what you might be doing wrong:
- Contact centre logs: the records of what people who call you are actually asking about. This is the best place to look to identify the areas where your web presence is under-performing.
- Internal site search terms: the things people type in most often in the search box on your website. Generally speaking, use of search on a website is an indicator that your navigation and page structure have failed. Therefore the search terms people use on your site are another very interesting indicator of things you’re not doing well enough.
- Referring search terms: the most frequently used search terms that drive traffic to your website. What are people looking for and what words have they actually put in to Google (or indeed any other search engine) for to arrive at your website?
- Popular pages: data on the most frequently visited pages and sections of your website doesn’t tell you what you should improve or how, but it does give you a feel for where the demand is.
If you look at all of those things, you’ll have a lot of data to go through and make sense of. If you’re short on time, focus on the first one – it’s the juiciest source of insights.
Talking to service managers
Another approach we pursue in parallel to this one is to talk to a group of service managers and ask them for their opinions: if the decision on where we should focus our redesign efforts was up to them, what single thing should we start with that would make the biggest difference? How this actually happens in practice is that we get a group of people in a room together and ask them to write down (almost certainly on post-it notes) the top 3 – 5 services that they think are in need of a digital redesign. We then discuss and consolidate all of these before grouping them, trying to identify those that are the most susceptible to automation and where the complexity of the change needed internally is low enough to be approachable.
The final part of figuring out where to start is to make a decision: which of these areas are you going to start redesigning first? You now have two sources of data on where to start: the results of your analysis of customer behaviour and the views of your employees who are closest to the action. Here we’ll make a recommendation, but leave the final decision to our council client: they know their organisation a lot better than we do.
With a focal point for the transformation efforts decided on, so begins the daunting-yet-exciting task of researching and designing the changes to be made: the bit where you actually talk to users, make prototypes or mockups of what the service’s digital touchpoints should look like (no specification documents here please) and then figure out together what process changes need to be made for it all to work in practice. Which, of course, are the topics for future blog posts.