Issues & evidence:
A lot of useful information for Asylum Seekers and Refugees is available on the Refugeehome website, but people don’t access it.
Colleagues have reported that they find the website difficult to navigate.
Observations using Treejack in the initial project showed users getting lost while trying to find information.
Information has gone onto the website as the team have learned the need for it.
A message indicating that the website wasn’t secure was coming up for some users, who then abandoned their searches on the website
Approach for resolution of issues:
Work directly with client groups, researching to verify what information they need and how it should be structured.
Develop an action plan in conjunction, leading to an Information Architecture which reflects the users’ needs and ways of thinking.
Buy a website security add on which improves security and removes the pop-up message which discourages users.