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CUSTOMERS AT THE HEART OF DIGITAL TRANSFORMATION

CUSTOMERS AT THE HEART OF DIGITAL TRANSFORMATION

Talk given to Stats NZ March 2016

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Matt Jukes

May 11, 2016
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Transcript

  1. ONS.GOV.UK CUSTOMERS AT THE HEART OF DIGITAL TRANSFORMATION.

  2. HEAD OF PUBLISHING TRANSFORMATION 
 MATT JUKES 
 @jukesie

  3. THE NEW ONS WEBSITE LAUNCHED ON 
 26 FEBRUARY 2016

  4. None
  5. THE WEBSITE PROJECT OFFICIALLY STARTED IN 
 FEBRUARY 2015

  6. “THE ONS WEBSITE IS A NATIONAL EMBARRASSMENT.” 
 Tim Harford

    in the Financial Times June 2013
  7. 
 30TH JANUARY 2014

  8. None
  9. None
  10. None
  11. None
  12. THE SITE HAS BEEN DESIGNED BY PUTTING 
 USERS FIRST

  13. EITHER IN PERSON OR ONLINE MORE THAN 
 800 INDIVIDUALS

    & 
 80 ORGANISATIONS HAVE PROVIDED FEEDBACK
  14. None
  15. 300+ PEOPLE
 CONTRIBUTED TO THE RESEARCH FOR THE NEW NAVIGATION

    ALONE
  16. PERSONAS
 THREE PRIMARY PERSONAS (ANALYST, FORAGER, INQUIRER) TO HELP RECRUIT

    USERS - NEVER IN PLACE OF REAL INSIGHT
  17. USER LAB
 BUILT A SPECIALIST USABILITY LAB TO OBSERVE REAL

    USERS & SHARED LABS ELSEWHERE
  18. GUERRILLA TESTING
 VISITED UNIVERSITIES & STATISTICS CONFERENCES SEEKING FEEDBACK

  19. CRITICAL FRIENDS
 GROUP OF [VERY] EXPERT USERS WHO WERE REGULARLY

    CONSULTED
  20. SURVEYS
 USER SATISFACTION SURVEY AS A BENCHMARK & TERMINOLOGY SURVEY

    FOR USE OF LANGUAGE
  21. ONLINE TOOLS
 LOOP11, CHALKMARK,
 TREEJACK, USERTESTING.COM ETC FOR QUICK TESTS

    PUBLICISED VIA SOCIAL MEDIA
  22. EXPERIMENTS
 A/B TESTS USING GOOGLE EXPERIMENTS & OPTIMIZELY

  23. None
  24. None
  25. THERE HAVE BEEN 50+ ITERATIONS
 OF THE WEBSITE BASED ON

    THAT FEEDBACK TO DATE
  26. THE WEBSITE HAS BEEN DESIGNED WITH 
 MOBILE TECHNOLOGY 


    IN MIND
  27. 20% OF TRAFFIC TO ONS.GOV.UK COMES FROM MOBILE DEVICES

  28. None
  29. THE NEW SITE HAS BEEN OPTMISED FOR MAJOR SEARCH ENGINES*


    * YES WE MEAN GOOGLE
  30. THE ONS WEBSITE RECEIVES MORE THAN 
 60% OF TRAFFIC

    VIA GOOGLE SEARCHES
  31. None
  32. SITE SEARCH BUILT ON LATEST OPEN SOURCE SEARCH TECHNOLOGY

  33. SITE SEARCH OPTIMISED TO SUPPORT REGULAR EDITORIAL ‘TUNING’

  34. MORE THAN 35,000 TIME SERIES WILL BE AVAILABLE ON THE

    NEW WEBSITE
  35. None
  36. THE NEW WEBSITE MEETS W3C ‘AA’ ACCESSIBILITY GUIDELINES

  37. THE WEBSITE IS ACCESSIBLE USING OLDER WEB BROWSERS INCLUDING INTERNET

    EXPLORER 8
  38. THE NEW SITE USES HTTPS EVERYWHERE 
 AND THE LATEST

    ENCRYPTION TECHNOLOGY
  39. None
  40. DAVID CARBONI — @DAVIDCARBONI — TECH LEAD JULIE PETERS — @PETERSJ23 — DELIVERY MANAGER ALISON SARIOGLU — NULL — BUSINESS ANALYST ROB

    CHAMBERS — @ROBCHAMBERSPFC — PRODUCT MANAGER JONATHAN PROTON — @IAUXBOD — UX ARCHITECT AL DAVIES — @ALDAVIESALISON — ANALYTICS/USER RESEARCH ONKAR CHIROMA — @OCHIROMA — UX LEAD CRISPIN MERRIMAN — @CRISPIOSO — FRONTEND DEVELOPER JON JONES — NULL — FRONTEND DEVELOPER TOM RIDD — @THOMASRIDD — DEVELOPER PASTOR JURADO — NULL — DEVELOPER BURHAM ‘BREN’ ESER — @REBASBEL — DEVELOPER CARL HEMBROUGH — @CARLHEMBROUGH — DEVELOPER KATE WORMAN — NULL — ANALYTICS/CONTENT MIGRATION LEAD TOM FAKE — NULL — CONTENT MIGRATION JODIE TUCKER —@JODI_TUCKER— CONTENT MIGRATION HARRIET BODKIN — NULL — CONTENT MIGRATION IAN KENT — @IANKENT — TECH LEAD 2.0 DAVE LLEWLLELYN — NULL — DEVELOPER JON FAWBERT — NULL — TECHNICAL ARCHITECT KANE MORGAN — @KANEMORGAN — DEVELOPER AND LAURA DEWIS — @LAURADEE — BOSS.
  41. BLOG.ONS.DIGITAL @ONSDIGITAL
 
 CLOCKWORK.COMPUTER @JUKESIE 


  42. THANKYOU. ANY QUESTIONS?