Category listing for User Experience & usability

Reports and narrative about research and development around usability and accessibility, including our own work as well as others’

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Jun
28
2017

Engaging & understanding our users: a pilot User Experience Service showcase

This week we ran our first event to showcase the work of the pilot User Experience Service and associated areas like EdGEL and strategy development. At this session I wanted to try a different approach, encouraging dialogue about our work-in-progress, rather than one-way dissemination.

Continue reading: Engaging & understanding our users: a pilot User Experience Service showcase

Jun
6
2017

Jobs to be done – where marketing & UX meet

I’ve recently been learning about an approach to marketing and product management strategy called ‘Jobs to be done’. It seems an excellent way to bring business and user goals into alignment, and one to explore further in our thinking about product development.

Continue reading: Jobs to be done – where marketing & UX meet

May
4
2017

User Experience briefing to Digital Transformation Board

This week I gave an update on the pilot User Experience Services to the board overseeing all areas involved in the Digital Transformation portfolio. In this post, I’m sharing the slides, plus a transcript of what I talked through.

Continue reading: User Experience briefing to Digital Transformation Board

Apr
29
2017

Google Analytics for the Counselling Service – the limits of data

We’ve been looking at what automated tools can tell us about user behaviour on the Student Counselling Service site, as part of a suite of work we’ve been doing for Student Experience Services.

Analytics can only tell us so much. It can be fascinating to delve into, but is potentially a rabbit warren of useless information. So when we recently carried out a site review for the Student Counsellng Service – using Sitebeam, Google Analytics and manual review – it was important to first define what questions we were trying to answer. Continue reading: Google Analytics for the Counselling Service – the limits of data

Apr
14
2017

A process of continuous improvement reduces support calls (not forms)

Our tech team recently did some great work for IS Helpline, creating a bespoke webform that directs users to self-serve before submitting an enquiry. The form itself, though, isn’t what will ultimately help reduce support calls—it’s an iterative process of user testing, editorial improvements and analysis.

Continue reading: A process of continuous improvement reduces support calls (not forms)

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