This is a presentation on the design process that was used for Southwark Council. This process was designed to involve users at all stages.

1. Southwark Council
A design approach
Tuesday, 11 May 2010

2. My name is Christina Fowler
Web designer at Jadu
@XtinaSparkle
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3. Southwark Council
Customer service
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7. Customer service goals were
not being met by website
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11. “Achieving excellent
communications”
Southwark’s vision
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15. Gather useful, genuine &
scientific feedback
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16.  Evaluate exis,ng design
 Test out new ideas
 Find out the goals of users
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17. One to ones
 Understand the user journey
 In the user’s typical surroundings
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18. Focus groups
 Hear the feedback direct from users
 Encourage crea,ve ideas
 Produce video evidence
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20. Get inspired
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21. Wireframes: used to demonstrate the
layout and content of the website only.
This stage should be used to understand
how a user will find their way around the
website through navigation, menus,
features and calls to action.
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24. Root design decisions in
research
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25. Evaluate
 What are the user’s needs?
 What are the technical restraints?
 What is the budget?
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26. Schedule
 What can be achieved before the deadline?
 What can wait for the next phase?
 What resources are required?
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27. Analyse
 How will the user digest the informa,on?
 What informa,on needs to be the most
prominent?
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28. Usability
 Does it work?
 Can someone of average ability and experience
use it?
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32. Filter the features
Required vs. Requested
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34. Focus on that feedback
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35. Achieve excellent
communications
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36. By making informed design
decisions
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37. How did we do this?
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38. Iterate: repeating a process usually with the
aim of approaching a desired goal or
target or result. Each repetition of the
process is also called an "iteration", and
the results of one iteration are used as the
starting point for the next iteration.
Wikipedia
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43. “Too clinical”
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44. “little confidence in
transactions”
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45. “Not for me”
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46. Let the research guide the
decisions
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47. Worry less about internal
requests and more about the
user needs
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48. Have we really listened?
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49. Get back in touch with users
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50. Determine whether needs have
been met
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52. Heat map
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53. Gaze map
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54. Where do we find these users?
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58. These users are already using
the services & eager to have
their say!
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59. Can we reach more people?
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60. Internal engagement from
intranet
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63. No budget for a usability
testing agency?
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64. Do it yourself
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68. Achieve excellent
communications
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69. Special thanks
 Sarah Lund
 Alice Ainsworth @aliceainsworth
 Jess Blandford @jessblandford
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70. Questions?
@jaduCMS
www.jadu.co.uk
@xtinasparkle
christina.fowler@jadu.co.uk
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71. Photo credits
 hOp://www.flickr.com/photos/secretlondon/
3691754890/
 hOp://www.flickr.com/photos/markhillary/
514555513/
Tuesday, 11 May 2010