Hackney - Finding Support Services�User Testing Feedback
August 2020
All research, analysis and recommendations undertaken by Nudge Digital �in collaboration with Hackney Council | 2020
Key themes from testing: website
Hackney Council · 2020
Option 2 is the prefered route BUT users did state they like aspects of route 1 and don’t want to lose the ability to ‘Explore Categories’
Category Descriptors�Further clarity on what some of the categories mean, for example families, stay safe and healthy, exercise the brain
Service Descriptors�Some services could also benefit from additional descriptor. This strapline can give context to the service.
Create list is confusing (currently out of scope)�This threw a majority of users and recommendation is to call it ‘bookmarked services’��Some users questioned if they would need to create an account to save services.
Explore one category at a time. Keep it simple and single task specific.�(this would stop the map becoming overloaded!)
Images�Users stated these are a benefit. They give visual clue of the service while portraying the personality, culture and real hackney!
Twitter�Mixed response, it could be beneficial but latest tweets have to be relevant.
Map view�Great to hear benefits of map such as “see services on my route to work” ��Frustration with current map you got click lots of little pins to find what you need + not overload the map.
Other Information users expect
Opening days & times
Delivery / Collection (food)�Email address
Key themes from testing: website
Hackney Council · 2020
Users would expect to share services by�Email�Text�Whatsapp�Social (fb, tw)
Users with lower digital skills might not be sure on next steps once finding a service. E.g “am I allowed to use this service, what do I do now…” �Note: ensure links to services website are relevant (don’t send users to homepage)
Setting postcode
Performed well for users. �New layout see if we can say ‘set your postcode’
Users didn’t pick up on ‘related services’ (currently out of scope)�Suggest more testing is done in future phases to see if it adds a benefit for users.
Who are you looking for �Me / someone else / patient (option two) confused users and should be removed
Future phase - filters�Filters update with the services users are looking for “don’t let me filter by grief, if I’m looking for yoga”
�No action needed, but it was nice to hear how users would trust the information here as its on a council site, and would be verified by Hackney Council.
Hackney Council · 2020
Recommendation
Option Two was users preferred option �BUT caveated they didn’t want to lose the ability to explore categories.��Next iteration a combination of the two �with title‘ Explore services’
It was interesting to hear first hand from a users perspective on the various ways they thought they might use the directory.��“I like the directness of route two, I can search and get what I need - but if I didn’t know I’d like to explore the categories”
Hackney Council · 2020
Recommendation
The list view from option two was well �received by all users. ��Images give an indication of what the service is, especially when a user isn’t sure what they need and can explore options faster.
These services are about helping people, so seeing people being supported is nice to see and shows the diversity and real Hackney.
*UI note: �The list view needs a backup view when an image is not available + use small descriptor.�
Hackney Council · 2020
Category - Card Sorts
Category Feedback
These card sort exercises show some of the users understanding of the categories.
Feeling anxious was perceived not to cover all aspects of mental health. e.g What category would depression, sadness or PTSD fall into.
We also heard terms such as mental wellness or mindfulness as suggested groupings.
Card sort exercises are here:�Mural link:�https://app.mural.co/t/nudge7613/m/nudge7613/1594818069028/2184d1ccbe6d045582e379dff0042c55fddb748d
Hackney Council · 2020
Recommendation
�Category and service straplines would help unravel what some of the categories are, users would state debt advice, housing advice are simple to understand
Categories causing the most confusion
Stay safe and healthy (is this covid?)�Families�Exercise the brain
Feeling anxious
Chat and check-in
Coffee mornings, group chats and befriending
Stay safe and healthy
Covid support, exercise and eating
Exercise the brain
Mindfulness and mental well-being
Categories
Redmond Community Centre
Groceries delivered for isolated residents
Services
Hackney Council · 2020
Recommendation
Create list �(currently out of scope for mvp)
�During testing users did not understand what create list would do!��Suggestion from users was to change this to bookmarked services.
�
Future phase�We could simplify this so users only create one bookmarked list. Assess analytics and test further to gauge the uptake of creating multiple bookmarks.
Hackney Council · 2020
Find support services stepper
Future Phases
In a future phase we recommend prototype and test a find support services question stepper
This could appear on first view (or as an option when browsing) based on the users answers we can display a list of relevant services.
Find services directory will help you connect with local orgs.
Q1.
Are you looking to get:
Fitter and healthier
Mental health support
Family help
Money advice
Employment help
Next ›
Find services directory will help you connect with local orgs.
Q2.
Are you looking for:
Group exercise classes
Running, jogging & parks
Low cost gyms
Exercise for over 50’s
I can do at home
Next ›
Next steps
Hackney Council · 2020
Website - This week design changes
Bigger decisions
Key themes from testing: Services
Hackney Council · 2020
More context around the questions being asked during the ‘criteria checker’ especially question five.
Other filters / categories users expected�
· Youth / Youth Clubs�· Isolation�· Volunteering
Checking services are up to date users would hope to be given a month to do this before being ‘suspended’
Rename demographics to ‘filters’ and explain how these can be used by residents.
Content explaining the definition of a service �(confusion around organisations adding multiple services during �one listing)��Show examples.
Rejig the order of the steps, ��so categories comes before filters (demographics). ��Also bio to be added during category selection.
Service users with low digital skills are still going to need ‘human touch points’ to get services listed
Some users questioned how vigilant the checks are going to be. “I can type any name or date of SG training here - who and how are you going to validate that?”
Hackney Council · 2020
VSCO - Adding services
Creating account and signing up was nice and straight forward for users.
Hackney Council · 2020
VSCO - Adding services
�Recommendation
Users understood the two step process and the reasons why there would be the checker.
HOWEVER STEP TWO
We need to make it clearer that as a organisation/service you can add multiple services!
Some users thought they would be filling this out once with all the services offered by their organisation.
Content needs to define what is meant by service.
User suggestions included showing examples of what other organisations have done!
Something like:
“Get started by adding one of your services e.g a yoga class, or a particular support group.
You can add more of your services later!”
Hackney Council · 2020
VSCO - Adding services
Example
Luke from Hackney quest when filling out the steps wanted to add ‘these programmes’ all under the Hackney Quest service.
Once we reached the end he realised that these ‘programmes’ could be listed as individual services on the directory.
Better clarity is needed at the start.
Hackney Council · 2020
VSCO - Adding services
Step 5
Confused all users and more context is needed around the phrasing of the questions.��Users did not understand what is meant by ‘additional needs’
At any time they may work with people who have some level of ‘additional needs’
�Further review of the question shows that this is a focus around ‘Special Educational Needs and Disabilities’
Content needed to define this.
Hackney Council · 2020
VSCO - Adding services
Recommendation
Make it clear that users are adding ONE SERVICE.
Also 20 words for a bio was seen as very short, and concern 20 words may be capped off.��Sully to test new UI and see what a max word/character limit can be.
“We provide groups and one to one activities aimed at supporting people with a range of issues surrounding mental health and wellbeing”��This is 22 words, it’d be annoying to change it.
Add one of your services
Hackney Council · 2020
VSCO - Adding services
Recommendation
Adding a location/multiple location is good.
Note: need consideration what to do when a service does not have a physical location (e.g telephone services, add your head office…)
“If you org has no physical location you can add your head office?”
Hackney Council · 2020
VSCO - Adding services
Recommendation
1. Move this after categories.
2. Change demographics title to ‘filters’ (grief is not a demographic)
3. Context around filters.
Content e.g “Filters help residents find your services on the directory.
What filters apply to your service.”
4. Keyword search, set context of how these benefit resident users e.g �keywords are words which residents might use to search for your service.
Always describe the benefit for residents.
Other ‘filters’ included
�Feeling isolated
Youth / Youth Clubs�Ethnicity �(this opens up sub filters)
Age range �(under 5, 6-12, 18+. 18-30,31-50,51-70, 71+ sub filters)
IT Support
English as second language (EASL)
Hackney Council · 2020
VSCO - Adding services
Recommendation
As before, move categories before / demographics. The descriptor will also help set context of each category.
Some users expected YOUTH to be category.
Hackney Council · 2020
VSCO - Adding services
����Recommendation
Changing the bio per category confused the majority of users. (currently out of scope)
1. For MVP move bio to this step. Users to only create one bio that covers the categories their service is under.
Possible:
If the service covers multiple categories suggestion they create a new service listing… what’s the team’s thoughts?��We may still have confusion from some organisations e.g Hackney Quest, Family Support Programmes has 11 services which could fall into 6 categories.
Hackney Council · 2020
VSCO - Adding services
����
However users such as Sahil, from Mind CHWF was 100% confident in adding the 18 individual services his organisations offer (including the imagery.)
Hackney Council · 2020
Brand look and feel
“Is this to stay in Hackney branding!?”
Final note
Jordann from city questioned how much of this would stay in Hackney Council branding if they were to use it.��What’s the team’s thoughts on what the next round of the UI should look like if its a joint venture and anything we need to be aware of?
Next steps
Hackney Council · 2020
VSCO Admin
To discuss
Hackney Council · 2020
VSCO - Future scope
Future scope
Set the length of time a service is to be displayed.
For example, summer services for 12 weeks or other services over particular holidays.
Hackney Council · 2020
VSCO - Low Digital Skills Open Days
Future Phases
�FFS Listing Workshop days in community settings (libraries / halls / video) to help services with low digi skills get up.
Walking Sharon through the prototype she would not be able to get a service listed but with guidance would!
Sharon could also be a ‘FSS ambassador’ in the community, promoting the FFS directory while reaching out to the smaller services to assist them in getting listed.
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Thank you
August 2020
All research, analysis and recommendations undertaken by Nudge Digital �in collaboration with Hackney Council | 2020