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Presentation of what Really Useful Days are and how they started. Presented by Abby Rudland from Local Direct at Local Digital Today on 14 November 2014.
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Really Useful Days
Abby RudlandLocal Direct@localdirectgov
Really Useful Days
Really Useful Days
Why we beganGOV.UK
The council tax page on local authority website
I want to pay my council tax
Local authorities have provided these links since 2006
Really Useful Days
We wanted to say thank you
Really Useful Days
What are Really Useful Days?
• Practical learning events for local authorities
• Help local authorities do digital better
• A space where people can network, share ideas and learn from each other
• FREE!
• Local – we go all over the country
Really Useful Days
What are Really Useful Days?Talks from local authorities and specialist
organisations (eg GDS)
Practical exercises
Open discussion
Networking
Really Useful Days
Who have we reached?
Since July 2011…
• 38 Really Useful Days
• 1468 people
• 271 councils from England, Scotland and Wales
Really Useful Days
Three themes
• Improving customer journeys
• Social media for councils
• Digital services for all (digital inclusion and assisted digital)
Really Useful Days
Do they work?
• 97% of people rate the days as good, very good or excellent
• Post-it note pledge
• We ask people afterwards if they made any changes as a result
Really Useful Days
Really Useful Day feedback• “The Really Useful Day was just that. I have used the GOV.UK style guide to
create some user-focussed pages, and worked with content holders asking them to think about what the user wants when putting together new content.”
• “I found the event to be really interesting (and useful!) and probably for the first time I have looked at my section of webpages on our website from a 'user' perspective.”
• “Since the RU Day, I have set up a Digital Inclusion Working Group. I presented to them some of the excellent content from the day and relayed stories of the hectic webpages we reviewed, in support of the argument that a simple and easy-to-use webpage is fundamental in reaching people who are digitally excluded.”
• “I’ve used the techniques and resources from the day to work with voluntary sector partner organisations to improve the information and tagging on our websites and the pathways for users. We have found the tips and online documents very practical and useful and it has saved us a lot of work.”
Really Useful Days
The best way to explain a Really Useful Day is to show you…
So let’s try the theme: “Improving customer journeys”
Really Useful Days
Each group =3 examples of a
user journey
Really Useful Days
1 = good1 = average
1 = not very good
Really Useful Days
For each journey:-
- What’s good?
- What’s bad?
Really Useful Days
Imagine you are a customer now.
You’ve received a parking fine (grrrr) and you have to pay it.
It’s a busy day and you’re in a bad mood.
You want to pay the fine and get on and do something more enjoyable.
Really Useful Days
Page 1
Really Useful Days
So long and so much text. Makes me lose the will to live…
Page 2
Really Useful Days
Let’s look at page 2 in some more detail
Really Useful Days
Inconsistent language. Is it a parking fine, a penalty charge notice or a PCN?
Jargon – would I understand this if English wasn’t my first language?
Page 2
Really Useful Days
The link to payment is hidden halfway down page and hard to find – I might give up and call the council.
Page 2
Really Useful Days
Blimey, hasn’t this page ended yet??
Page 2
Really Useful Days
Hmm, not quite sure which one to click…
Page 3
Really Useful Days
The look and feel of the website changes for the last 2 pages – am I still on the same site?
I select that I want to pay – and it then asks me to select what I want to pay again. Grrrrrr.
Page 4
Really Useful Days
Nearly out of here at last! But I’m in a worse mood than when I started…
Page 5
Really Useful Days
Thankfully, not all journeys are like this…
Really Useful Days
Page 1
Really Useful Days
I’ve gone straight to the payment page from Google – great!
No long reams of text about what a parking fine is and what Camden spends the revenue on
Page 2
Really Useful Days
Page 3 I have to select what I want to pay for again…
Really Useful Days
Still has the Camden logo, so I know I’m in the right placePage 4
Really Useful Days
We then ask participants to come up with a model / perfect user journey
Really Useful Days
We put all the outputs on our website:
www.localdirect.gov.uk
Really Useful Dayshttp://www.localdirect.gov.uk/resources/really-useful-day-event-resources-2/
Really Useful Dayshttp://www.localdirect.gov.uk/resources/customer-journeys-2/
Really Useful Dayshttp://www.localdirect.gov.uk/resource/personas-for-digital-inclusion-and-assisted-digital/
Really Useful Dayshttp://www.localdirect.gov.uk/resource/run-your-own-really-useful-day-toolkit-improving-customer-journeys/
Really Useful Days
Our next Really Useful Days
• 20 Nov Macclesfield - Social media
• 2 Dec Doncaster - Digital inclusion
• 12 Dec Durham - Improving customer journeys
• 14 Jan Salisbury - Social media
