Feb
23
2018

Shift left-athon: IS website improvement workshop

We’re hosting a one-day workshop for IS web editors to learn how to iteratively improve your webpages as a means to promote self-service and reduce support calls. Book a place to attend the event on 29 March.

Why shift left?

In Information Services, there’s a current emphasis on ‘shifting left’ – providing our users with the resources to self-serve.

We’ve currently been working IS Helpline on a collaboration project to do just that – continuously improving IT help pages for students to be able to resolve common IT queries on their own. By helping our users self-serve, we can reduce the number of support calls fielded by Helpline.

Read our blog series on the Helpline-UX collaboration

We do this through following a process of continuous improvement:

  • prioritising areas of support that generate the largest amounts of work
  • conducting usability testing with target audiences and monitoring website analytics to understand how online content is being used
  • making improvements to website structures, navigation and the content on webpages
  • assessing how effective our changes are, and either returning to make further improvements or moving on to new areas in need of enhancement

About the workshop

Shift left-athon will take you through this continuous improvement process, giving you the chance to make improvements to your webpages and providing you with the tools to test how your content is working for your users.

You’ll leave the session with your content in better shape and the skills you need to help your users self-serve going forward.

Agenda

9:30-9:45 Introduction and overview of day

9:45-10:30 Effective Digital Content refresher

–Learn how to create good content for your users and how to best use EdWeb to best structure your content

10:30-11:00 Usability testing

–Learn why we should test our content and how to conduct your own testing

11:00-11:15 Coffee/tea break

11:15-12:00 Watch usability testing videos

–See students try to complete tasks on the Information Services website

12:00-12:30 Collaborative review session

–Work collaboratively to come up with top usability issues seen in videos

12:30-1:00 Other testing methods

–Learn other techniques to test your content on users

1:00-1:45 Catered lunch

1:45-3:30 Enact changes & test revised content (with coffee/tea break)

–Make improvements to your pages and test your changes with users

3:30-3:50 Live usability testing

–Watch a student complete tasks on newly improved IS webpages

3.50-4.20 Analytics and analysis

–Learn how to measure success in content changes

4.20-4.30 Wrap-up

Book a place

The event takes place 29 March in Argyle House. ISG web editing staff can book a place on the Events website.

Book a place on Shift left-athon (EASE login required)

Get in touch

If you have any questions about the event, comment below or email me directly.

Contact Lauren Tormey

For colleagues outside ISG, if you think your department could benefit from a similar workshop, get in touch with us via Website Support.

Contact Website Support

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