Lauren Tormey

Website Editorial Assistant
Lauren joined the Website Programme in March 2015. She supports web publishers around the University, advising them on editorial best practice and using the EdWeb CMS.

Recent posts by Lauren Tormey


Nov
15
2018

Better content, fewer support calls: improving the card process for new students

As part of our collaboration with IS Helpline, we worked to improve the web content on getting your first student card – and saw the support calls on this topic nearly halved.

Continue reading: Better content, fewer support calls: improving the card process for new students

Jul
17
2018

Encouraging self-service at IWMW18

Last week, Duncan MacGruer and I ran a workshop at the IWMW conference in York, demoing the continuous improvement process we’ve been using in our Helpline collaboration project. In this post, I highlight what we did in the workshop and the insights we got from attendees.

Continue reading: Encouraging self-service at IWMW18

Apr
13
2018

Enhancing content and promoting self-service at Shift left-athon

I recently ran a one-day workshop for IS web editors focused on teaching them how to iteratively improve their digital content so users are able to self-serve on their site. The event was a great success, with attendees leaving with an appreciation for what it takes to create user-focused content.

Continue reading: Enhancing content and promoting self-service at Shift left-athon

Dec
19
2017

A year of continuous improvement with Helpline

The end of 2017 marks the first anniversary of our collaboration with IS Helpline to iteratively improve their IT help provision. A year in, we look back at some of our achievements in the process of improving the user experience around IT support at the University.

Continue reading: A year of continuous improvement with Helpline