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Websites are a symptom, not the cause RENDER CONFERENCE. MARCH 2017 Sally Jenkinson @sjenkinson
Hello!@sjenkinson
“HealthCare.gov, the $630 million online insurance marketplace, was a disaster after it went live…”
http://www.nytimes.com/2013/12/01/us/politics/inside-the-race-to-rescue-a-health-site-and-obama.html
New York Times
“The rollout of Healthcare.gov in 2013 under former President Barack Obama, to name a related example, was a disaster.”
https://newrepublic.com/article/141203/trumpcare-already-dead
New Republic
“Even Obamacare supporters had their faith shaken by Obama’s broken promises about keeping existing plans, premiums declining by $2,500, and the disastrous website roll-out.”
https://www.theatlantic.com/health/archive/2017/01/is-obamacare-just-a-branding-problem/512936/
The Atlantic
“The first step is to get rid of Obamacare, which was a total disaster," Gianti said. "It was designed to fail, and taxpayers had to waste money on that failed healthcare.gov website.”
http://talkingpointsmemo.com/dc/trump-inauguration-attendees-cheer-failed-socialist-experiment
TPM
When websites have problems, people remember.
When your website project becomes synonymous with failure
“Bad impressions and bad stereotypes are quicker to form and more resistant to disconfirmation than good ones.”
Roy F. Baumeister, Ellen Bratslavsky, Catrin Finkenauer, Kathleen D. Vohs
BAD IS STRONGER THAN GOOD
Turn this focus to your advantage
Don’t just make websites.
Use websites to point you in the direction of everything that could be better.
Use web technologies to start thinking outside of limited approaches.
Identifying issues 01
02
03
04
Why do any problems exist?
How can we apply our web thinking elsewhere?
How do we make things better?
Identifying issues 1 Uncovering everything that could be better
Technical discovery
There are so many
factors to consider on any project
recordssoundthesame.com/wp-content/uploads/2013/04/startingpoints-FINAL.pdf
Digital transformation
Using a website as a lens
“The system that got implemented was far too inflexible, so we’ve had to either stay be limited by it or come up with workarounds.”
“We have to go back to our agency’s developers for every little change. This is expensive and takes forever.”
“The site launched, but it’s incredibly slow compared to our old one and people are starting to complain.”
“We’re not sure why but our analytics have shown that we’ve lost 80% of our traffic since the launch.”
Extending expert reviews
Performance Accessibility Code review Responsive approach
Third party integrations Analytics
General attention to
detail
Extending expert reviews
Usability SEO Content
Responsive approach
Third party integrations
General attention to detail
Performance Accessibility Code review Responsive approach
Third party integrations Analytics
General attention to
detail
Extending expert reviews
Usability SEO Content
gist.github.com/greywillfade/20f48ba67d799784040e
Everyone is different
Why do any problems exist? 2 Understanding root causes
Root cause analysis
Sakichi Toyoda and The 5 Whys
Fishbone/ Ishikawa diagramVisualise cause and effect
People, processes, technology, & strategy
People
Technology
Strategy
Process
3 How can we apply our web thinking elsewhere? Using digital to transform more widely
Root causes to make sites better
Web thinking to make other things better
Web thinking to make other things better
Root causes to make sites better
Being more proactive
“The sooner we can order parts, the sooner they come in, the sooner we’ll see a performance increase”
1. Help the team to have a faster car, through more efficient processes.
2. Save time and money.
3. Provide staff with better tools and processes, removing frustrations (and helping them to get home on time!)
4. Be more sustainable into the future.
5. Better use technology to gain advantages on other teams.
1. Help the team to have a faster website, through more efficient processes.
2. Save time and money.
3. Provide staff with better tools and processes, removing frustrations (and helping them to get home on time!)
4. Be more sustainable into the future.
5. Better use technology to gain advantages on competitors.
Use the web and digital principles to bring benefits to the wider business.
Building for the future 🚀
Making change happen4 How do we make things better?
Communicate improvements
Standards and principles
Teach, don’t just do
Get the right team
Stay open
Give people an easy way to understand why something matters.
Communicate improvements
Standards and principles
Teach, don’t just do
Get the right team
Stay open
Communicate improvements
Standards and principles
Teach, don’t just do
Get the right team
Stay open
Communicate improvements
Standards and principles
Teach, don’t just do
Get the right team
Stay open
Communicate improvements
Standards and principles
Teach, don’t just do
Get the right team
Stay open
ethanmarcotte.com/wrote/free-faster
Identifying issues
Why do any problems exist?
How can we apply our web thinking elsewhere?
How do we make things better?
Credits: flickr.com/photos/ideonexus/3776943478 commons.wikimedia.org/wiki/File:Lenteconv_3.svg Kepler 16-b courtesy NASA/JPL-Caltech
Sally Jenkinson
@sjenkinson [email protected] recordssoundthesame.com sallyjenkinson.co.uk
Thank you!
