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When the University of Ottawa made the decision to redesign its website, it embarked upon a thorough analysis to understand the needs of its key stakeholders. The result of this work was revealed in November 2013.
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uOttawa.ca
Putting users first: The overhaul of uOttawa.ca • PSEWEB 2014
Presented by: Nichole McGill, Web Communications Director, uOttawa, July 29, 2014
uOttawa.ca
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@nicholemcgill #pseweb #uOttawa
1997
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2013
uOttawa.ca
About uOttawa
Largest bilingual* university in the world – 40,000 students – 5,000 staff – 10 faculties
uOttawa.ca - 3 million pages - 400+ subsites *Français-English
uOttawa.ca
Why a Web overhaul? #1 To improve user experience
uOttawa.ca
#2: Accessibility (AODA)
uOttawa.ca
#3: Implant new technology
uOttawa.ca
#4: uOttawa = uOttawa.ca
uOttawa.ca
A “minor” project
– New navigation – New visual design – New Web CMS – Mobile responsive – Accessible – Sign off from critical stakeholders + launching campus-wide migration project
uOttawa.ca
Project launch
• April 2012
• Two firms
• Site live Nov.2013
• 6 months: UX
uOttawa.ca
Ambitious projects can work…
uOttawa.ca
…but only if you do this:
1. Lay the groundwork
2. The 3C’s: – Collaborate, – Consult, – (get) Consensus
3. Data-driven decisions
uOttawa.ca
uOttawa.ca
Areas of Governance
Stak
ehol
der
Stak
ehol
der
Stak
ehol
der
My
team
Stak
ehol
der
Stak
ehol
der
Stak
ehol
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Stak
ehol
der
Stak
ehol
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Stak
ehol
der
Web Governance A C C R C C C C I Web Strategy I C C R C C C A C*
* Process I C C A / R C I C C Performance Management I C C A / R C R C I Content Strategy R I A / R C R C I Structure and Design R I A / R R C R C Content Creation C R C A* /
R C
Content Life-Cycle Management
C A / R C C
Web Application Development C R R R I A / R
C
Infrastructure C C I A / R
C
Groundwork: Decide who does what
uOttawa.ca
Get agreement on Web tools
+ others being used on campus
uOttawa.ca
Get agreement on Web tools
Adopted Drupal as official platform
uOttawa.ca
Listening
uOttawa.ca
Analyzing
Top tasks on uOttawa.ca
UX studies
Web analytics
Interviews
uOttawa.ca
Analyzing
400!
UX studies
Web analytics
Interviews
uOttawa.ca
Collaborating
400! 75
UX studies
Web analytics
Interviews
uOttawa.ca
Validating >> Polling
uOttawa.ca
Voici une liste de tâches qu’il est possible d’effectuer sur le site
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1 6 11 16 21 26 31 36 41 46 51 56 61 66 71 76
Vote
Tasks
uOttawa.ca
Below is a list of tasks that people can do on uOttawa.ca
Tasks1457 Voters
2914 Voters
4371 Voters
5829 Voters
1 Fees / tuition / costs 5.6% 5.7% 5.8% 5.9%2 Course timetable 5.7% 5.9% 5.8% 5.7%3 Find a program/course 4.3% 4.4% 4.4% 4.5%4 Grants, loan, scholarships 4.5% 4.6% 4.3% 4.4%5 Registration (dates, process) 4.3% 4.1% 4.2% 4.1%
6Search library catalogue (articles, journals, books, DVDs) 5.2% 4.6% 4.4% 4.1%
7 Important academic dates and deadlines 4.4% 3.9% 3.7% 3.6%8 Adding, dropping and changing courses 3.6% 3.6% 3.6% 3.4%9 Admission requirements/criteria 2.7% 3.0% 3.1% 3.3%10 Exam timetable and information 3.1% 3.3% 3.2% 3.1%11 Faculties and Departments 2.7% 2.8% 2.9% 2.9%12 Jobs at uOttawa 2.7% 2.6% 2.6% 2.5%13 Jobs for students 2.7% 2.6% 2.5% 2.5%14 Contact the University 1.9% 2.1% 2.0% 2.1%15 How to pay fees (where, when, how) 1.7% 1.9% 2.0% 2.0%
16Library services (borrowing, research help, printing/copying) 2.2% 1.9% 1.9% 2.0%
17 How to apply 1.4% 1.6% 1.8% 2.0%18 Apply to graduate studies 1.6% 1.8% 1.9% 1.9%19 Admission deadlines 1.5% 1.8% 1.8% 1.9%20 Library – hours, locations, services 1.8% 1.7% 1.7% 1.7%
Top 25%
26-50%
51-75%
uOttawa.ca
What do we need to improve? 0% 5% 10% 15% 20% 25% 30%
Menus et liens
Recherche
Mise en page
Contacts
Complet
Rapidité
Participation
Attrait visuel
Recommandations
Mise à jour
Ouvert
Langage
Exactitude
uOttawa.ca
Informs the Web roadmap 0% 5% 10% 15% 20% 25% 30%
Menus et liens
Recherche
Mise en page
Contacts
Complet
Rapidité
Participation
Attrait visuel
Recommandations
Mise à jour
Ouvert
Langage
Exactitude
uOttawa.ca
uOttawa.ca
Those other 70 tasks…
uOttawa.ca
What if I know the name of the service?
uOttawa.ca
A word on bilingualism
uOttawa.ca
Bilingual side-by-side editor
uOttawa.ca
Reactions
uOttawa.ca
Greatest success – student satisfaction
uOttawa.ca
Tweets from #uOttawa students
uOttawa.ca
Launched student portal earlier in 2013
uOttawa.ca
Responding to feedback continually
GOING FORWARD…
uOttawa.ca
What wasn’t in for 2013 launch
• Content “hub”
• Faculty and service sites
• Academic and research sites
Faculty of Arts arts.uottawa.ca Jan. 28, 2013
Faculty of Arts – Jan. 29, 2013
uOttawa.ca
More usability; iterative improvement
uOttawa.ca
Merci
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