Improving access to student service information

This post was contributed by Dr Ben Winyard, Digital Publications Officer in Birkbeck’s Department of External Relations

Birkbeck offers a comprehensive range of services, to give our diverse student community the support and assistance it needs. These services are open to all and almost all of them are free to access. Our students consistently tell us that it is the human touch – meeting an academic at an Open Evening, emailing a Programme Administrator for assistance, seeking professional advice from our Careers and Employability Service, speaking to a counsellor about emotional issues – that makes Birkbeck so special. We are very proud of the willingness of our staff to go the extra mile: we’ve been helping students use their evenings to transform their lives for nearly 200 years now, so we know the challenges and obstacles they face – and the life changing opportunities we offer.

But how best to present over a dozen varied and distinct services on our website has been a particular challenge. In 2009, we launched My Birkbeck, a bespoke, specially designed website that presented these services in one place for the first time, to make reading about, and accessing, them more straightforward. However, in the intervening years, the design began to look antiquated – the pace of digital change is so breakneck that nothing ages more quickly and dramatically than a website – and the content became outdated, repetitive and progressively difficult to navigate. Increasingly, prospective and current students, as well as Birkbeck staff, have become frustrated with the outmoded design and the challenges of finding important and up-to-date information.

The My Birkbeck site was suffering from a proliferation of pages and files, an overload of content and a breakdown in user friendliness. We discovered that the site contained over 1100 content pages, of which 85% attracted fewer than 1000 views in the whole academic year – this is a very low number for a university with nearly 20,000 students. Moreover, well over 30% of the site had not been edited or updated in the past year, while 27% had not been updated for more than two years and 10% had last been updated three years ago. There were even pages that hadn’t been updated since the site launched in 2009. There was also excessive duplication of files: we found 1093 Word, Excel and PDF files on the My Birkbeck site, but the majority of them were copies or new versions of existing files that had already been uploaded – in one case, we found 25 published versions of the same file.

This confirmed that there was too much content and that the majority of it was out-of-date, underutilised and unloved. Although the original site had been impressive, user friendly and well designed, the intervening years had been unkind and, despite the valiant efforts of staff across Birkbeck, the site had become frustrating to navigate and off-putting to staff and students alike.

User feedback commissioned before Christmas confirmed that our students found accessing information about our services confusing and discouraging. They were aware that the My Birkbeck site was separate – in look and feel – from the main Birkbeck website, but they were critical of the site’s multiple failings. Although their perseverance and investigative prowess were impressive, our students shouldn’t have to expend lots of time tracking down information to access vital services.

In 2016 we launched a project to replace the My Birkbeck site, with the following objectives:

  • reduce the number of overall pages to make the site more navigable and user friendly
  • delete duplicate and out-of-date content
  • draw everything together into a single, definitive source of information
  • apply our new House Style and a consistent tone of voice
  • improve content to make it easy to scan and to make the key information, especially contact details, more prominent
  • optimise the content for search, to make it easier to find information via Google and other search engines
  • make it easy to login to online student services, such as our online learning environment, Moodle.

The first step was to meet with all of the key staff who run the services, to listen to their particular concerns and frustrations with the My Birkbeck site, and to work together to present the information in new, user friendly ways. We utilised high-tech tools – post-it notes and felt-tip pens – and asked staff to think about the key questions that a visitor to their services would have in mind. This helped us more intuitively structure the content on the site, giving priority to the most important and urgent questions and tasks. We also asked staff to consider the emotions that students might be experiencing when visiting the site – which ranged enormously, from excitement, optimism and determination to confusion, anxiety and frustration – which helped us adopt the most appropriate and helpful tone of voice when rewriting content. The focus throughout has been on meeting the needs of users and giving them the information they want, quickly and clearly.

The new Student Services site has reduced over 1000 webpages to just 100 – a tenth of the original size. The layout is brighter and easier to navigate, with more images and new, distinctive sections for each service. The content has been completely rewritten, following our new House Style, with an awareness of tone of voice and an emphasis on usability. Key pages from other areas of the Birkbeck website have been incorporated into the new Student Services section, to bring everything students need together in one place. As 30% of all visitors to the old My Birkbeck site were solely using it to access Moodle and other password protected areas for current students, we have improved access to those login areas by making them more prominent.

Overall, our ambitions have been to create a well-designed, user friendly and useful new area of the website, to bring together and re-present information about our impressive range of student services, and to make those services as open, welcoming and accessible online as befits Birkbeck’s ethos.

Share

One thought on “Improving access to student service information

  1. what a useful list of principles for improving webpages – I’m bookmarking those. And a real achievement “decimating” the number of pages!

Leave a Reply

Your email address will not be published. Required fields are marked *