User research and improving our communication

Tuesday, 15 December, 2020

We interviewed website owners and service providers this month to understand how they use the GovCMS website, Agency Update and the Service Desk. We wanted to know if these communication channels were meeting needs and what we could improve. We also asked for feedback on some proposed website changes.

Some insights include:

  • Most were not aware of the Support Centre, Tech Talk or the Drupal 9 (D9) information available on the website.
  • Website owners found Tech Talk useful. They felt its value will grow as an information source as more articles are added. They thought a name more descriptive than Tech-talk would be helpful. If you have suggestions please email govcmscommunications@finance.gov.au
  • Agency Update is a well-known information source. Website owners and service providers use it as a prompt to visit the website to read more information and articles of interest.
  • We had some positive feedback about the Service Desk. In particular about the improved response rates in recent months.

Through the interviews we received suggestions for the website to improve navigation, content and the layout. We have added 40 updates to our website backlog based on your feedback. We have already made several of these changes to the website. As an example, we have made Drupal 9 information easier to find. A big thank you to those involved for taking the time to participate.

We will continue our next phase of user research and testing early in 2021. If you’re interested in being part of it, email our service designer, Annette at govcmscommunications@finance.gov.au

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