We built a website with our clients: digital co-design in aged care

Editor's Notes

• #3: 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
• #4: 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
• #5: 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
• #6: 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
• #8: 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.
• #9: 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
• #10: 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
• #12: 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
• #13: 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!
• #14: 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.
• #15: So we should definitely leave the final words on the workshops up to Judy. Context of use
• #16: 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
• #17: We developed a Facebook ‘playbook’
• #18: 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.
• #21: 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.
• #22: 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.
• #23: 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.
• #24: 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.
• #25: HeadingFont: Trebuchet MS RegularSize: 36ptsColour: White PresenterFont: Trebuchet MS RegularSize: 14ptsColour: White
• #26: Contact InformationFont: Trebuchet MS RegularSize: 16ptsColour: White BackgroundColour: Benetas Orange, R 237, G 139, B 0.