Community insights platforn
Community insights platforn
Community insights platforn
Client
Year
2024
I optimised the user journey for Talk London members, improving engagement from email to forum participation. Key deliverables included usability testing insights, a component library, and enhanced UI designs.
I optimised the user journey for Talk London members, improving engagement from email to forum participation. Key deliverables included usability testing insights, a component library, and enhanced UI designs
Overview
Overview
Through 11 usability testing sessions, I identified barriers to engagement, including navigation issues, unclear forum structures, and challenges in posting comments. My goal was to streamline these interactions to encourage participation.
Client
Talk London
Industry
Public
Service
Usability testing
Wireframing
Information Architecture
Duration
8 weeks
About Talk London
About Talk London
Talk London is City Hall’s online community, created to engage Londoners in key policy discussions.
Since 2012, it has hosted consultations on issues like housing, clean air, and economic recovery, helping shape decisions that impact the city.
Talk London is City Hall’s online community, created to engage Londoners in key policy discussions.
Since 2012, it has hosted consultations on issues like housing, clean air, and economic recovery, helping shape decisions that impact the city.
Research goals:
Research goals:
The usability testing aimed to simplify the user journey, making it easier for members to complete surveys, post comments, and engage with the community.
Key goals included assessing whether the engagement journey felt intuitive, ensuring smooth transitions from email to surveys and forums, and improving navigation clarity.
The study also evaluated how easily users could filter discussions, understand interaction features like upvotes, and whether the page layout encouraged participation or acted as a barrier due to dense policy information.
The usability testing aimed to simplify the user journey, making it easier for members to complete surveys, post comments, and engage with the community.
Key goals included assessing whether the engagement journey felt intuitive, ensuring smooth transitions from email to surveys and forums, and improving navigation clarity.
The study also evaluated how easily users could filter discussions, understand interaction features like upvotes, and whether the page layout encouraged participation or acted as a barrier due to dense policy information.
Key findings & recommendations:
Key findings & recommendations:
Users struggled with unclear navigation, difficulty in accessing discussions, and friction in posting comments.
The forum layout felt unwelcoming, and policy-heavy pages discouraged engagement.
Users struggled with unclear navigation, difficulty in accessing discussions, and friction in posting comments.
The forum layout felt unwelcoming, and policy-heavy pages discouraged engagement.
Deliverable 1: Updating site structure and incorporating breadcrumbs
Deliverable 1: Updating site structure and incorporating breadcrumbs
Issue identified:
Usability testing revealed that duplicate pages caused navigational confusion, leading users to dead-end journeys and making it challenging to explore related content or find the page's contents again.
Solution:
To enhance the site structure, I developed a site map and implemented breadcrumb navigation, utilising existing code from the London Mayor's website for greater efficiency. I worked closely with the technical team to ensure its feasibility within the product sprint.
Result:
The updated navigation system provided clearer pathways, reducing user frustration and enabling members to explore discussions seamlessly.
Issue identified:
Usability testing revealed that duplicate pages caused navigational confusion, leading users to dead-end journeys and making it challenging to explore related content or find the page's contents again.
Solution:
To enhance the site structure, I developed a site map and implemented breadcrumb navigation, utilising existing code from the London Mayor's website for greater efficiency. I worked closely with the technical team to ensure its feasibility within the product sprint.
Result:
The updated navigation system provided clearer pathways, reducing user frustration and enabling members to explore discussions seamlessly.
Deliverable 2: Make commenting easier and more seamless
Deliverable 2: Make commenting easier and more seamless
Issue identified:
The page structure and layout resembled that of an article page, requiring excessive scrolling to access the comment feature, particularly on mobile.
The comment thread was overly long, making it difficult to return to the comment section on mobile devices.
According to GA data, 8 out of 11 interviewees rarely used a laptop, with the majority of active users accessing the site via mobile.
Solution:
To enhance the site structure, I developed a site map and implemented breadcrumb navigation, utilising existing code from the London Mayor's website for greater efficiency.
I worked closely with the technical team to ensure its feasibility within the product sprint.
Result:
The updated navigation system provided clearer pathways, reducing user frustration and enabling members to explore discussions seamlessly.
Issue identified:
The page structure and layout resembled that of an article page, requiring excessive scrolling to access the comment feature, particularly on mobile.
The comment thread was overly long, making it difficult to return to the comment section on mobile devices.
According to GA data, 8 out of 11 interviewees rarely used a laptop, with the majority of active users accessing the site via mobile.
Solution:
To enhance the site structure, I developed a site map and implemented breadcrumb navigation, utilising existing code from the London Mayor's website for greater efficiency. I worked closely with the technical team to ensure its feasibility within the product sprint.
Result:
The updated navigation system provided clearer pathways, reducing user frustration and enabling members to explore discussions seamlessly.
The Result
The Result
The redesign led to a 25% increase in engagement, with improved conversion rates from emails to on-site participation.
A/B testing is ongoing to refine features further, with positive initial feedback from users and stakeholders.
Client review:"The team was calm, diligent, and very can-do. We really appreciated that they delivered what they said they would and there was never any drama. It was really nice to work with an agency who were so helpful, collaborative and competent.
Some design recommendations already build and making a difference and new features in the pipeline and will be A/B tested.” -
From Selina Holliday Head of Digital Engagement of Greater London Authority"
The redesign led to a 25% increase in engagement, with improved conversion rates from emails to on-site participation.
A/B testing is ongoing to refine features further, with positive initial feedback from users and stakeholders.
Client review:
"The team was calm, diligent, and very can-do. We really appreciated that they delivered what they said they would and there was never any drama. It was really nice to work with an agency who were so helpful, collaborative and competent.
Some design recommendations already build and making a difference and new features in the pipeline and will be A/B tested.” -
From Selina Holliday Head of Digital Engagement of Greater London Authority"
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