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Thank you to everyone who provided feedback on the changes to the website homepage and search function. We received 66 submissions, please find details of the findings and how we will take forward some of the issues identified.
Findings
About the respondents
Most people that completed the survey were visiting the website to find information (35%), apply for something (16%), or to see the changes (15%).
Ease of finding information or completing intended task
- Most respondents found it hard or very hard (43%) to find what they were looking for, 40% found it easy or very easy, and 17% were neutral (found it neither hard or easy).
- Most respondents said they couldn’t complete their intended task (55%), compared to 45% who said they could.
The reasons respondents gave for being unable to find what they needed or complete their intended tasks were:
- issues with an online system e.g. parking (16 responses)
- the information was not available on the site (5 responses)
- documents not being picked up by the search (5 responses)
- issues with the website loading (2 responses)
- the information was out of date (1 response)
- they couldn’t find how to access British Sign Language (BSL) support (1 response)
Homepage
Of those who visited the homepage (58 respondents):
- most liked the layout (76%), compared to 24% who said they didn’t.
- most said it was either clear or very clear (67%), compared to 19% who were neutral (found it neither clear or unclear), and 14% who said it was either unclear or very unclear.
For those who liked the changes, a number mentioned it was an improvement on the previous homepage (7 responses), another mentioned it was plain English and the link structure was clear, and another said it looks fresh, well laid out and draws your attention to time sensitive information.
The reasons people gave for not liking the layout or for why they found it unclear were:
- there was too much information on there (4 responses)
- the links or systems didn’t work (4 responses)
- it was confusing (3 responses)
- there was too little information on there (1 response)
- they couldn’t find what they were looking for (1 response)
Search
Of those who used the search (34 respondents):
- most said it didn’t bring up the search results they wanted (53%), compared to 47% who said it did.
- most found it easy or very easy to use (59%), 24% were neutral (found it neither hard or easy), and 18% said it was hard or very hard.
- most found the search layout clear or very clear (59%), 21% said it was unclear or very unclear, and 21% were neutral (found it neither clear or unclear).
Overall experience
Most people said their overall experience was either good or very good (41%), and 35% said it was either poor or very poor, and 24% were neutral (said it was neither good or poor).
What we’re doing next
We are making some changes based on your feedback, these include:
- continuing to improve our online systems. These changes are part of several improvements we are making to our online services to provide a better experience for our residents. Some of this we will do in-house and others we will work with suppliers to improve.
- fixing issues with search results not appearing. Our technical specialists are already working on resolving issues with some documents not appearing. We’ll also use insight from our search tool to refine the results to help you find what you need and check the most popular searches are generating the right results.
- updating our webpages and responding to resident feedback reporting issues with specific pages. There is a feedback form on all our webpages that we monitor and respond to daily.
- working with deaf users to ensure they can access the services and support they need online. This is part of our promise to provide accessible help and support which works for all. Making our online services accessible is a continued focus and we will continue to make sure any new online services meet accessibility requirements.
We are extremely grateful to those who have submitted interest in being involved in further testing, we will let you know about future opportunities to take part.
