PowerPoint Presentation

We built a website with our clientsDigital co-design in Aged CareMalcolm Gunn, Digital Communications Coordinator

#We built a website with our clients

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This is Judy, a resident at Dalkeith Heights independent living village

Shes helping redesign the website.

#We built a website with our clientsClip from user testing - Sums up our user centric approach

User testing observe user behaviour on task and context

Judy, a resident at Dalkeith Heights independent living.

Just under a minute.

Task find opening hours and book a tour

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About me and the project / problemCo-design frameworkProcessLessonsQuestionsTodays presentation

#We built a website with our clientsAbout me

About the project and the problem

The human-centred approach

What we did the steps we took to design the solution and our focus on human-centred design

Finally, what we learned along the way sometimes the hard way. These are also lessons that we learned, specific to the aged care context

Your questions

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Insert image hereInsert image here

About me

#We built a website with our clientsIm Malcolm Gunn and Ivebeen working in digital communications for over eight years

Focus on making website usable, useful and accessible

Joined Benetas in 2015

Encouraged - Human-centric approach to aged care context

Todays presentation - What really happened4

About the project/problem

#We built a website with our clientsDalkeith Heights is a retirement living estate in Traralgon Eastern Victoria.

Website history merger / hasty

Problem: the website is no good and needs to be completely updated it just looks bad anything but the one weve got. A new website was a solution in search of a problem

That was all I needed !A juicy project a small project boomer / potential marketProof of concept Tech savvy wifi requests

Business goals leads sales market research SEO or getting found on Google5

Co-design framework Our context

#We built a website with our clients

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The Benetas Commitment

#We built a website with our clientsBenetas Commitment.

Inspiring

Customer at the heart .

How does this translate? What does it look like?

Letting customers speak for themselves, through our systems.

Doesnt just include the residents our families, staff, partners, stakeholders.

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#We built a website with our clientsCo-design or design thinking methodology

Developed by Stanford Univerrsity used by design firm IDEO

Focus on the people

User-focusedProcess focusedShow not tell

Change audience, tech, regulations, resources

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Design principles

Human-centredCollaborativeMarketableIterativeSustainable

At all stages in the process

Systems and quality perspectiveDesign thinking (problem solving)User experience best practice (ISO 9241-210)Perspectives and principles

#We built a website with our clientsoverlay the important design principles informing our process:

The systems and quality perspective where your business process and even your supplier processes exist to serve the customer.

Design thinking is a method which uncovers the real problem to be solved by exploring the organisations and customers needs.

Finally, user experience provides the tools to observe and make sense of the human/computer interaction.

Coupled with the Benetas Commitment the design principles we tried to apply in all stages of the project were, the project had to be:

Human-centredCollaborativeMarketableIterativeSustainable

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So, this is what we did

#We built a website with our clients

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Workshop 1

#We built a website with our clientsWe started by engaging our own comms and marketing team in a one hour session.

To learn history and relationships

Lego is fun - prototype

personas try to get closer to the client

For example, Ralph is a resident of Dalkeith Heights who has two children interested in retirement living options. He needs to be close to his family and somewhere to store his tools.

Affinity sorting

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Workshop 2

#We built a website with our clientsCloser to the user

Knowledge

Investment

Vanessa wanted to facilitate the community of Dalkeith Heights

Deanna thinks Sales is all about listening to peoples stories!12

Workshop 3

#We built a website with our clientsWorkshop 3

The culmination of the all the work and thinking wed done to then.

Had to be:

In TraralgonUnder a dayBased on agenda developed with Megan Davis, Spendlove and Lamb, Co-design facilitator (top left). Invite developer thats never happened to us!Include from multi-disciplines, communications, marketing, me the website manager a website developer and staff from Dalkeith Heights who were the business experts.

Purpose statements for the website based on our needs

Then we worked on the personas and their needs.Tasksusability test live in the workshop room.3 users on these tasks on the current website.

Where would you log a requestWhat type of properties are availableFind opening hours & schedule a tourTake a virtual tourMore information on Benetas

We finished by establishing the roles and responsibilities that will support this site into the future.

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Another snippet

#We built a website with our clientsSo we should definitely leave the final words on the workshops up to Judy.

Context of use

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Content and navigationTraining WCMS and social mediaSearch Engine Optimisation (SEO) and analyticsSystems integration Accessibility Ongoing maintenance and governanceNext steps

#We built a website with our clientsMost of the initial changes for the website is underneath and hidden

includes Facebook guidelines and training, content sharing and Facebook feeds

What is analytics15

Create and train on using the Facebook page

#We built a website with our clientsWe developed a Facebook playbook 16

Set up Google analytics dashboard

#We built a website with our clientsIncorporating all the helpful stats uncovered in the workshop. Stats include:

Hits by Gender and Agenumbers of New Users and UsersThe sorts of Devices used to access the siteBounce RateAvg. Session Duration and Pages / SessionSearch TermsGoal Completions

These stats are sent to Vanessa and Deanna on a weekly basis. They are free to suggest tweaks on the analytics or if we can drill down further on the existing stats.

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How the developer wanted information

#We built a website with our clients

Lessons learned

#We built a website with our clients

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We didnt need a new website

#We built a website with our clientsIt turned out, we didnt need a new website - we just needed a new process that helped us achieve business goals.

We needed a process that took our website from an out-of-date brochure to a useful business tool that could respond to changes. After all, the web changes everyday, as do the business needs and the users.

Visual design is only one, albeit very important aspect, of web design. A lot of the work we ended up doing was behind the scenes: training, analytics and setting up roles.

That doesnt mean we dont do more redesign in the future, change developers or content management systems. 20

Its best to start where you are

#We built a website with our clientsIts best to start where you are.

Your existing website no matter how clunky - is your best prototype to the next iteration of your website. Its how your organisation came to be where its at.

If you dont have one, then competitors websites may be a good place to start. Not just to copy but to see how people use them.21

Establish and reinforce roles & responsibilities

#We built a website with our clientsIts very important to establish roles and responsibilities as soon as possible.

And continue to reinforce them.

Just because you use a website, it doesnt mean you can build one.

The staff on the ground are experts in their business goals and are close to the users. So they need feedback on how theyre going with these goals.

I needed confidence that the site was well maintained, and I could report against some wider metrics.

The developers needed to know that they didnt need to provide the business goals and therefore solutions.

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Its cheaper if you do it right first time

#We built a website with our clientsThis is my favourite chart.

[Explain chart]

We all know planning is important but sometimes we dont know what planning is needed.

Design Thinking and User experience design show how to plan it needs to be iterative and the data should be based on actual usage.23

Thank you. Any questions?Malcolm GunnMalcolm.gunn@benetas.com.au0401 73333124

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1300 23 63 82 www.benetas.com.au

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