Website Services Review

Project Update

The review of the University web services is complete with the report being tabled to UICT in late July. The review has identified key issues that necessitate a fundamental redevelopment of the digital ecosystem.

There is now compelling evidence that shows the existing ANU website and associated sub-domains are not meeting the needs of users, be they executive, academic, professional staff, research partners, students or external users. The current web infrastructure contains a mix of external and inward facing content that, in its aim to be all things to all people, complicates the site as an engagement platform and confuses the site as an information platform. The report has identified a number of high-level issues that require urgent attention:

  • The current sites are dictated by business structure and needs rather than user needs or experience
  • User journeys are broken as a result of inconsistent information architecture
  • Absence of a website strategy and clear governance structures has contributed to the creation of over 715 competing digital touchpoints
  • Patchy ownership of content and therefore redundant and out of date content is diffusing the online experience
  • The capability of Drupal (web) technical services is fragmented across ITS, Colleges and the Marketing Office

There are deficiencies in the implementation of the Drupal instance but not in the product itself.

Project stages

There were three stages to the review.  The stages were:

Stage 1 – Review and Measure (17 December – 21 February)

This initial phase focused on a review of the current state including:

  • Documentation review
  • High-level site audit
  • Google Analytics review
  • Heatmap sessions review
  • Readability Review
  • Heuristic evaluation
  •  Technical Review

Stage 2 – Empathise and Measure (22 February – 11 March)

The second phase focused on stakeholder consultation including:

  • Discovery workshops
  • Stakeholder interviews
  • Surveys and online polls
  • Reviews and audits

Stage 3 – Reflect and Define (18 March – 22 April)

The final phase brought together the various components of the future state strategy including:

  • Documentation of insights
  • Identifying key issues
  • Key journeys and user stories
  • Recommendations