Putting users first: The overhaul of uOttawa.ca

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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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

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Stak

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Stak

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My

team

Stak

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Stak

ehol

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Stak

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Stak

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Stak

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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