Improving our web design

Davinia Grist,

Communications Manager,

Cornwall Council

22 July 2014

Our web design history…

• Became unitary in 2009 • 6 district and 1 county websites • 180 subsites• 100k pages much of it duplicated• 350k per month visits to all the sites• Huge difference in functionality and

customer experience

Initial design changes

• Migrated main sites into 1• Reduced page count to 6000• Introduced LGNL • Google mini search appliance on both

intranet and internet• New single content management system

Our homepage design; 2009

Our homepage design; 2014

Where we are now…

• 70% of pages are rarely used • 65,000 online forms • 700,000 visits per month• £12 million• 300 editors • Not designed for customer• 80% from search engines

What next; design…

• Every page a landing page• Information signposted• Plain English• Less aesthetics more direct action• working with all services on customer

journeys

What next; strategy

Our digital principles •We design services to be digital by default•Customers have one point of access online•Content and access will be simple online•Design is always with the customer•Online services will be built using customer behaviour evidence•Reporting will be built in to every design•We always design and deliver for mobile•We connect with customers in the way that they want•We always consider digital inclusion and exclusion by providing assistive digital and training•We adopt and provide open data