Building an Effective Website. Engage and consult with your residents

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1 Building an Effective Website Engage and consult with your residents

2 The project journey Definition and discovery Content Strategy Drive Traffic Creative design Implementation Launch & Beyond

3 Building an Engaging Website Engage and consult with your residents

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11 What needs to be considered

12 Speed Performance really matters Reduce requests and file sizes Advantages of HTML5 CSS3

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15 Context

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18 Prioritise Information Architecture is key What do users want?

19 Prioritise Information Architecture is key Ask!

20 The project journey Definition and discovery Content Strategy Drive Traffic Creative Design Implementation Launch & Beyond

21 Digital discovery workshop Engaging with stakeholders, internal and external Collaboration to explore user journeys and navigation Design ideas and brand incorporation

22 Engagement Interactive Resident & Stakeholder Workshops 1. Content-Grouping via card sort exercises

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24 Engagement Interactive Resident & Stakeholder Workshops 2. Information Architecture: Wireframe Sketches

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27 Engagement Interactive Resident & Stakeholder Workshops 3. Across the Web: Likes & Dislikes

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30 Performance Stats North Hertfordshire Homes Online Service Self-Service Portal

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32 Keeping Customers Involved Consultations as part of the design process: Tenant input shaped features such as BBC-Style carousel to draw attention to photos and news Details on how mynhh would work personalised name Deliberate strategy to increase visibility of mynhh : Via strategic alignment with other tenant comms points e.g. Rent statements, Magazine, events, demos in schemes broadcasting feedback via above channels and on website running first direct marketing campaign targeting tenants with addresses who have not yet registered

33 Increase visibility of Self Service 20% of customer-base within 1 year Campaign integration = increase take-up Mobile visitors increased 34%

34 Customer Feedback... "Everything is at your fingertips and to navigate around the site is as simple as it possibly can be with you being pointed in the right direction every step of the way. Also to be able to see at a glance your up to date rent statement is an added bonus keeping you on top of the situation at all times......overall everything you should want to do is here, from reporting a fault to paying your rent, with registration being easy to follow and simple this is definitely the way forward saving both time and money (no lengthy phone calls) and being able to go straight to the relevant area." Mr Knight "The new mynhh site is brilliant, it means you no longer have to ring people to find out anything you can look it up at any time of the day. Reporting repairs is so much easier than before and the service on this is great and quite fast...all in all registration was easy and quick. Well done and good job." Ms Ali

35 Performance Stats

36 Performance Stats

37 Performance Stats Bounce rate since golive from 51.2% down to 25% 1460 visitors directed straight to our apply for a home page Compared to 586 the two months previous

38 Performance Stats My account wasn t even registering on Google analytics Now 363 users access it in just one click!

39 Performance Stats The same with paying rent it didn t feature anywhere within four clicks 424 in one click use it in the two months after it went live.

40 Animation

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44 Performance Stats Monthly visitors: 25,000 up to 55,500 Average visit length had doubled: seconds New vs Returning visits up 70% New Did you find useful Survey 98% Yes Mobile Traffic: Old site 10% new site up to 35%

45 A website is never finished...

46 Ongoing Partnership Digital strategy constantly evolving and enhancing website Regular Account Management reviews Dedicated Support SPOC (Single Point of Contact): Log calls and s Customer Support Portal Prioritised, Escalation, Closed In line with service Level Agreement (SLA will share) Offline Event Participation & Promotion Quarterly Healthchecks: Website Performance

47 Storage