For those of you who haven’t seen it, TAMU IT has recently made public a survey (under TechQual+ Survey Reports) of students, faculty, and staff regarding the quality of online services. Many of these were specific to central IT services, but one major section does look at web sites in general. The survey includes several pages of comments left by users. This type of survey naturally produces a higher level of negative feedback than positive feedback, but it is telling that in general perceptions are more negative this year than last.
A few very obvious trends emerge from the comments:
- Mobile is here in a big way. Users expect our web sites to be mobile friendly. Creating responsive sites should therefore not be seen as optional, but something that included by default in every site that we build. Unfortunately, the bulk of our sites still are not mobile friendly.
- Users are dissatisfied with the navigation and organization of our sites. They cannot easily navigate to find the content that they want.
- Users are dissatisfied with the lack of consistency of site design and navigation from one site to the next. They do not want to relearn site navigation on every site that they go to. There should be standardization of at least key elements. (Note that this could be directly related to our web branding project mentioned yesterday.)
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