A critically important part of our project is the discovery phase. This helps us to understand all the key tasks and needs of all the stakeholders in the project, both the organisation/business and the users. It’s getting the balance right between the two that will ensure the success of the website project.
We want to share some of our recent experiences working with our clients user groups: these range from Housing Associations, their residents groups to GP’s and NHS patients.
This is all about people and those people come in all types, so making sure they all have their say can be a tricky case of management and sensitive facilitating. We learn as much from the quite ones as the loud and keeping things harmonious.
We want to create a supportive environment where we can learn the most from those who have given up their valuable time. Workshops can be an strange place for users so it’s important to get across that this about them not us and its definitely not about technology. We have some simple guidelines to help this:
*Most importantly we mustn't lead (this is really hard to do!).
We are looking for breadth of input more than depth – so it’s important to not get stuck into too much detail. If you are running more than one session then you must be consistent otherwise you wont get consensus or a clear remit. Careful planning and a realistic agenda is important to make sure you cover everything you need to.
We make sure that there is a scribe allocated to make good notes. These form part of our feedback, so again consistency is essential. We can then be sure we capture all the good stuff that will go into our final specification and project plan whilst feeding back to those that took the time to contribute.
We run some interactive sessions using flip charts and sticky notes and cards to sort to get people off their chairs and talking.
We split things into two sessions:-
We are looking to find out more about:
1) Key needs:
What are the key needs of stake holders and service users?
2) Key tasks:
Taking the needs – what key tasks are users trying to do on the website?
3) Pain / blockers:
What are the key obstacles users come up against when dealing with the organisation/What hinders your team from providing your service?
4) 3 year plan:
What up coming issues do you foresee that would impact on the website? What longer term issues or features do you see or would you like to see?
We want to be able to organise and label the information on the new website as clearly as possible, so it is easy to find and users can carry out their tasks quickly.
To help find out how to do this we run a card sorting session. Card sorting is a way to involve users in grouping information on a website.
Users will be asked to organise cards, each labelled with a piece of content or functionality, into groups that make sense to them and then to name each group. This does help to an extent on the way we organize the taxonomy of the site, in that it is part of that process, but it’s real value is in labelling and sign posting of good content. We get to see the words that users are using and looking for.
Once we have the users input we also arrange for meetings with all key internal stakeholders.
It’s often the case the both internal and external groups have the same issues in mind; but they can come at them from very different ways. They certainly use different language and ears must be pricked up to see what words are used to describe the same things.
How we balance these two groups needs and communicate that through our design will be the greatest test of our project.
There’s nothing better than getting good feedback if you have taken the trouble to give up your time to help in a project like this.
That's why we run follow up sessions with the same users that came to the first session.
We show them a wire-frame which is a prototype of the site that they can click around. We ask them to perform some of the key tasks they highlighted:-
By talking to the users and stakeholders and making sure we provide good feedback whilst noting all the responses, we can test our design and thinking and change when its quickest and cheapest to do so. When the site goes live it's only the beginning. This process sets the project off to a great start and ensures a much higher chance of success for everyone.