East Lothian Council website survey 2013

For feedback on the council website to allow for a customer centric approach to future design and development.

Only 10% of respondents agreed that the website reached the maximum 4 star level, 35% suggested 3 stars, 40% 2 stars and 15% thought the website should only be awarded 1 star. Some elements of the site that users liked included the clear navigation, the layout of the homepage, the online planning tool and the consistent approach to presentation. Things that users didn’t like included the search function, the inability to personalise the content to make it more relevant to individual users, old content still showing, the number of clicks required to get to content, the use of jargon, the poor ‘report it’ tool and the inability to view the site on mobile devices.

A new web and digital strategy is being developed to ensure the website is improved and developed to meet customer needs and expectations. Consultation sessions were held with representatives of all East Lothian Community councils to gather further feedback and suggestions on how the website could be improved. All suggestions and feedback will be considered in detail for future website re-designs with priority given to key suggestions such as making the website mobile friendly and improving the online reporting tools. Other areas such as improving the site search, and ensuring all content is plain English and jargon free is ongoing and now forms part of all training given to website administrators.