Local authority websites hampered by poor navigation and design
- Added:
- May 13, 2010
Over a third (35%) of local authority website users were frustrated by the navigation and design of their local authority website, according to new research.
The survey from web specialists GOSS Interactive asked over 100 consumers about their local authority’s website service provision, their primary uses and general experience of local authority sites.
The findings revealed that many users clicked away from the site and resorted to calling the council in frustration.
Rob McCarthy, Managing Director at GOSS Interactive says, “We conducted this survey to identify the likes and dislikes of local authority website users and to establish how residents are using these sites. It was clear from the findings that a lack of good navigation and design was frustrating users and ultimately preventing them carrying out specific tasks, which is costing a considerable amount as local authorities deploy valuable staff time dealing with these queries.
“Implementing some simple changes can really make a difference; deploying standard features with the correct understanding like site search, breadcrumbs, faceted search and site maps, will allow local authorities to provide exemplary customer service, and facilitate self service, within the constraints of lower budgets and resources.
“Additionally, investing in user experience research and robust information architecture scoping can result in improved navigation that directs site visitors to their desired location.”
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