Feedback and Response

Below is a selection of the hundreds of comments we’ve gathered about the website so far – its functionality, appearance, usage – and the actions we’re taking to ensure we respond to them all through the new website.

What you told us…	Actions we are taking
…about functionality
Search engine is too vague with results – too much to wade through	Much of your feedback focused on the limitations of the search engine.  We recognise it is no longer satisfactory and have invested substantial time, resources and finances into: The requirement specification for a new search engine Investigations around the technical integration of various solutions We have procured one of the best search engine solutions in the market and are confident that this product will exceed your search engine expectations on the new site.
The search engine rarely brings up relevant answers, it is a bit hit and miss
Search engine improvement – to save time trawling pages of irrelevant information. Improve menu’s to get you where you need to be quicker.
Invite residents, groups to add information	Much of the new functionality centres around interaction.  You will be able to rate the pages and add comments to sections of the site
Change the colours of the text and background to make it easier for dyslexic users	The site will be subject to rigorous accessibility testing, both internal and through a third-party provider.  It will be accessible to WCAG AA standards.
Make it easier to search for something rather than having to look through several pages before finding what it is that you need	The search engine and the new navigational structure will solve this.  Our aim is to make the user perdorm the fewest clicks possible to get to the page of their choice
Search engine improvement – to save time trawling pages of irrelevant information. Improve menu’s to get you where you need to be quicker. Better help function.	The menus, or navigation bars, are going to be simpler and more user-friendly.  There will be several routes to get to information, depending on how you want to look for it.  You will be in control of search and navigation on the new site, not us.
Mapping service ie: when people move to a new area to find out details of where they have moved to, ie: refuse & recycling collections.	Mapping is a major consideration in the functional and technical design of the new site.  We are providing a ‘find my nearest’ option for easy visual access, through mapping, of your local amenities and services. The final decision on the mapping provider we will use will be released as soon as it is approved by the project board. The site is getting a complete overhaul and redesign.
The site needs a complete overhaul and redesign. The mapping service is clumsy and difficult to use – better to use Google and/or Multimaps.
Have more use of the search function and fewer links and buttons on the page – too much second guessing of what people are looking for.	The home page will be simpler with more onus put on the search function (which will be more prominent) and navigation bars.
…about content
one of the better sites i have visited, keep up the good work	Generally you have told us that you are happy with the content on the website.  We continue to work hard to keep it accurate and up to date.
I found what I was looking for and there was other stuff that linked from your website that was helpful too.
The information is fine, but it is very difficult to find it	As above, you are happy with content but not ways to find it.  The new navigational structure and design will help to solve this problem
sometimes the website can be a little confusing to navigate, but the information is always there in the end
Need to keep information up to date, looking for something and then finding the it two years out of date is disheartening and also makes the customer feel that the provider doesn’t really care.	A new publishing model has been approved which includes a more rigorous reporting mechanism on content updates.  Each department will be monitored on how often content is being updated and spot checks will take place to ensure all information is accurate.
…about navigation/structure
Clearer and better links to A-Z of facilities and services – not everybody knows which of your curiously-named directorates is responsible for particular services (apart from the obvious ones)	The A to Z is going to be a main navigational feature.  Services will be named according to what you call them and what the Local Government Navigational List calls them (LGNL – the national standard).  We will ensure that pages are ‘tagged’ according to the language that customers use so that they are always easy to find through the search function.  Less of a focus is going to be put on Medway Council the organisation and more on you, the user – so if you want to choose to ‘Pay it / Report it / Find it’ you can do so, alternatively if you want to use the A to Z, or use the search function, or choose ‘I am a resident’ for all residential services.  You are in control.
An alphabetical index of all topics covered in the website would be useful.
Need to be easier to navigate and search – maybe redefine topics and list for thoroughly what is encompass in this titles…
Break up into more subsections for ease of search
The site is too text heavy and navigation is poor	There are currently 3,200 pages on the website.  We’re undergoing a review of every single page to ensure that it has a valid place on the new site and that it is concise and accurate.
The web-site seems disorganised, information is hard to find – there is far too much information displayed at one time.
I can’t quite put my finger on what it is, but there’s something about the current site that doesn’t make me want to be a regular visitor. I would only come when needing specific information. There’s not really anything actually ‘wrong’ with the site, but maybe more defined blocks between the index on the left and the main information? It currently looks a bit scattered / disparate. The colours don’t flow (to me anyway) on the left hand listings. Again nothing really ‘wrong’ just doesn’t feel quite ‘right’ either.	It is possible that this stems from an outdated design and the fact that website are so much more advanced nowadays than at the time of the website creation in 2003.  It looks scattered because ‘bits’ have been added over the years to enhance the site – the new site will be more consistent and coherent.  We are discarding the use of colours in the navigation.
Have some quick links showing information on the most frequently asked questions.	We are putting in quick links into the main navigation, linking to most viewed pages
It could be a lot easier to navigate: there needs to be a lot more shortcuts and the whole thing could do with being less fussy	There will be more direct routes to information, and a generally cleaner approach
Navigation – save wasted time looking for relevant info Make it more punchy – less wordy – sometimes have a look to read /look at which can be distracting	Our mantra is to allow you to ‘find’ or ‘do’ quickly and easily.  Every aspect of the site will be designed with this in mind.
…about design, look and feel
Quite dull and dated – need to make it more fun to look at so people are more eager to browse	We’re updating the designs, using more imagery and use of colour.  We’re using bold colours, introducing colour through mapping and images.
Needs to be more colourful and cheery, at the moment its very dreary
Make it more modern – its very boring – looks wise.	We’re using a new structure of page to update the look with use of rolling images and drop down tabs to create some movement whilst still being Double AA accessible.
Make it more visually impressive, maybe segregate into residents/business/tourism.	We considered segregating the site entirely, but decided to introduce this as a navigational tab (I am a resident/business/tourist) so that it is an option that users can choose but they also have the option of seeing the site as a whole and selecting a different way to navigate.  It will be more visually impressive – the procurement of the design agency (Wicked Web) was meticulous so that we found exactly the right people for the job
more and up-dated pictures of the area	We’ll be using more images of Medway on the home page to showcase the area
By making the pages less crowded, set the information out more clearly so things are easier to find and understand	There will be less text on the home page and we’re reviewing content (all 3,200 pages)
…about the three things you would change about the current website
Welcome Page, Web Site Search Facility, Key Pages as heading tabs.	All of these will be improved as explained above
1 Search is slow and the results page is not that clear 2 Clearer headings for each area/ department on the main opening page 3 Too much info on the opening pages that confuse- too many different topics that maybe should just be headings.
1. Initial navigation should be more intuitive than now – but with some indication of where particular services might be found. 2. Make screen look more customer-friendly but without too much colour 3. Narrow the levels that someone has to go through to get to their chosen place
Search Function Search Function Search Function …. so would not have to go to Google first
Search engine is very poor, interactivity for customers as not utilising new technology, promotion of key services accessed most regularly by customer e.g. Revenues and Benefits not being hidden away under your council or housing
Improve the search engine Decrease the amount of writing on the first page of each link Consider having drop down menus from the links on the front page which might support you to find where you want to go next.
1. Search engine – existing offering is really quite poor 2. Organisation of menus, areas etc. – far to difficult to find anything, end up clicking into page after page to find something. 3. More online forms etc.	As above.  With reference to forms, the way we do online forms is being overhauled.  We will be offering a new online forms service.
Everything about the site.  It’s one off the worst websites I’ve visited	We know there are limitations with some areas which let down the entire website which is why we wanted to redevelop the whole site rather than bolt on new features.
All of it to be honest – theres not point in doing half a job, it all need a makeover
Better search facilities An improved visual appearance Less of a hierarchy system	With reference to the hierarchical structure, we are using the LGNL as a guide for the information architecture.  This is a polyhierarchical structure meaning the information is accessible from a host of different entry points.
1) – We must have a consultation element to the website. its an easy way to disseminate information, gather feedback from residents and be more informed about what people want. 2) more pictures, pictures tell a thousand words, please can we ensure pictures of medway actually include medway residents 3) styling and branding of website to capture the interest of users, there is so much going on in medway	There will be an opportunity to rate every page of the new site and to comment. We will be using more images of Medway and of Medway residents where possible. The home page has been designed to capture attention and spark interest in local stories
Homepage – quite dull design & text heavy. Too many menus on both sides of the screen – think the colour tabs work well, but spotlight, webcam and related links are unnecessary. Your Council – make it easier to find agendas and decisions. Decisions should be updated quicker.	Homepage design will be more vibrant, menus will now dominate the top of the page (and will be drop down rather than expanded) to free up space for content in the main body of the page. A significant investment has been made into democratic services in order to improve the online offering under ‘Your Council’.  A fully searchable online database of minutes and agenda has already been developed and is located here
…in general
i think the website needs a completely new revamp	So did we – hence the redevelopment. We want to exceed the expectations of all of our web users.
The website is in need of a comprehensive overhaul to make it fit for customer and staff needs and expectations.

If you want to have your say, complete the survey.