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We built a website with our clients: digital co-design in aged care
- 1. 1We built a website… with our clients We built a website with our clients Digital co-design in Aged Care Malcolm Gunn, Digital Communications Coordinator
- 2. 2We built a website… with our clients This is Judy, a resident at Dalkeith Heights independent living village She’s helping redesign the website.
- 3. 3We built a website… with our clients • About me and the project / problem • Co-design framework • Process • Lessons • Questions Today’s presentation
- 4. 4We built a website… with our clients Insert image hereInsert image here About me
- 5. 5We built a website… with our clients About the project/problem
- 6. 6We built a website… with our clients Co-design framework Our context
- 7. 7We built a website… with our clients The Benetas Commitment
- 8. 8We built a website… with our clients
- 9. 9We built a website… with our clients Design principles • Human-centred • Collaborative • Marketable • Iterative • Sustainable At all stages in the process • Systems and quality perspective • Design thinking (problem solving) • User experience best practice (ISO 9241-210) Perspectives and principles
- 10. 10We built a website… with our clients So, this is what we did
- 11. 11We built a website… with our clients Workshop 1
- 12. 12We built a website… with our clients Workshop 2
- 13. 13We built a website… with our clients Workshop 3
- 14. 14We built a website… with our clients Another snippet
- 15. 15We built a website… with our clients • Content and navigation • Training – WCMS and social media • Search Engine Optimisation (SEO) and ‘analytics’ • Systems integration • Accessibility • Ongoing maintenance and governance Next steps
- 16. 16We built a website… with our clients Create and train on using the Facebook page
- 17. 17We built a website… with our clients Set up Google analytics dashboard
- 18. 18We built a website… with our clients How the developer wanted information
- 19. 19We built a website… with our clients Lessons learned
- 20. 20We built a website… with our clients We didn’t need a new website
- 21. 21We built a website… with our clients It’s best to start where you are
- 22. 22We built a website… with our clients Establish and reinforce roles & responsibilities
- 23. 23We built a website… with our clients It’s cheaper if you do it right first time
- 24. 24We built a website… with our clients Thank you. Any questions? Malcolm Gunn Malcolm.gunn@benetas.com.au 0401 733331 24
- 25. 25We built a website… with our clients 1300 23 63 82 www.benetas.com.au
Editor's Notes
- Clip 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
- About 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
- I’m Malcolm Gunn and I’ve been 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 Today’s presentation - What really happened
- Dalkeith 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 we’ve 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 market Proof of concept Tech savvy – wifi requests Business goals – leads – sales – market research – SEO or getting found on Google
- Benetas Commitment. Inspiring Customer at the heart . How does this translate? What does it look like? Letting customers speak for themselves, through our systems. Doesn’t just include the residents – our families, staff, partners, stakeholders.
- Co-design or design thinking methodology Developed by Stanford Univerrsity – used by design firm IDEO Focus on the people User-focused Process focused Show not tell Change audience, tech, regulations, resources
- overlay 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 organisation’s 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-centred Collaborative Marketable Iterative Sustainable
- We 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
- Closer to the user Knowledge Investment Vanessa wanted to facilitate the ‘community’ of Dalkeith Heights Deanna thinks Sales is all about listening to people’s stories!
- Workshop 3 The culmination of the all the work and thinking we’d done to then. Had to be: In Traralgon Under a day Based on agenda developed with Megan Davis, Spendlove and Lamb, Co-design facilitator (top left). Invite developer “that’s 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. Tasks usability test live in the workshop room.3 users on these tasks on the current website. Where would you log a request What type of properties are available Find opening hours & schedule a tour Take a virtual tour More information on Benetas We finished by establishing the roles and responsibilities that will support this site into the future.
- So we should definitely leave the final words on the workshops up to Judy. Context of use
- Most of the initial changes for the website is underneath and hidden includes Facebook guidelines and training, content sharing and Facebook feeds What is analytics
- We developed a Facebook ‘playbook’
- Incorporating all the helpful stats uncovered in the workshop. Stats include: Hits by Gender and Age numbers of New Users and Users The sorts of Devices used to access the site Bounce Rate Avg. Session Duration and Pages / Session Search Terms Goal 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.
- It turned out, we didn’t 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 doesn’t mean we don’t do more redesign in the future, change developers or content management systems.
- It’s best to start where you are. Your existing website – no matter how clunky - is your best prototype to the next iteration of your website. It’s how your organisation came to be where it’s at. If you don’t have one, then competitors websites may be a good place to start. Not just to copy but to see how people use them.
- It’s very important to establish roles and responsibilities as soon as possible. And continue to reinforce them. Just because you use a website, it doesn’t 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 they’re 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 didn’t need to provide the business goals and therefore solutions.
- This is my favourite chart. [Explain chart] We all know planning is important but sometimes we don’t 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.
- Heading Font: Trebuchet MS Regular Size: 36pts Colour: White Presenter Font: Trebuchet MS Regular Size: 14pts Colour: White
- Contact Information Font: Trebuchet MS Regular Size: 16pts Colour: White Background Colour: Benetas Orange, R 237, G 139, B 0.