Registrations website usability testing

In July we held usability testing for the Registrations section of the website. These popular pages include services for registering births, deaths, weddings, civil partnership as well as ordering copy certificates.

Tasks

We tested three tasks:

  1. Finding your local registry office and what documents to take to register a birth.
  2. Finding an approved wedding venue and any associated costs.
  3. Ordering a relative’s birth certificate and finding out the cost.

wedding

Task 1 summary

Finding your local registry office and what documents to take to register a birth.

  • 80% of people completed the task within the time scales
  • 60% Thought the task was easier than they would have expected
  • 20% Thought the task was more difficult than they would have expected
  • Suggestions to improve links across relevant pages.

Task 2 summary

Finding an approved wedding venue and any associated costs.

  • 100% of people completed the task within the time scales
  • 40% Thought the task was easier than they would have expected
  • 60% said the tasks was as easy as they would have expected
  • Suggestions make the list of venues clearer

Task 3 summary

Ordering a relative’s birth certificate and finding out the cost.

  • 60% of people completed the task within the time scales
  • 60% Thought the task was easier than they would have expected
  • 20% said the tasks was more difficult than they would have expected
  • Suggestions that the links were not clear enough to find copy certificates

Outcomes and improvements

Registration office /registrationoffices

  • Could show more details about the centres on this page
    • Turn into hub page similar to libraries/recycling centre pages, with more key information.
    • Add contact details, telephone number and opening hours to the page
    • Add a map of the registration centres
  • The summary text is repeated under each office
    • Remove text for each location and put at the top of the page
  • There are no link to other venues or services from this page
    • Add links to Approved venues and Ceremony Venues in body of page
    • Add links into page body for birth, death and marriage registrations

Registration office pages /nuneatonro /rugbyro /stratfordro /warwickro

  • There are no links to birth or death registrations in sidebar
    • Added links into page body along with marriages and deaths. Near top of page as these are the offices services.
  • Photos galleries
    • Add more photos of ceremony rooms (In progress)
    • Add 360 degree photo (In progress)
    • Add tabs to change between galleries
  • No images of actual building
    • Add Image of front of offices, or streetview map, to help people locate building.
    • Add tabs for map/streetview
  • Some of the text a bit of a mouthful. e.g. “the offices offerers…”
    • Go through text and make sure it’s all in plain English.

Registering a birth /birthregistration

  • Couldn’t find link to registration offices pages
    • Link is now more prominent in the body of the page under “Where can I register a birth”
  • Phone number could be more prominent
    • Phone number has been put in a yellow information box.

Naming ceremonies /namingceremonies

  • Information under “How much does it cost” could be formatted better
    • Information is now in a table to make it clearer to see.

Weddings and marriages in Warwickshire /marriages

  • Information under “How much does it cost” could be formatted better
    • The information is now in a table.

Approved venues /approvedvenues

  • Links to venues should be more prominent on the page, the links to the services (marriages etc) are higher.
    • Move services list into sentence above with click-able links
    • Make venue list links into a bullet point list and move under first paragraph.
    • Added clearer links through to registration offices and new Warwickshire Ceremony rooms
  • People struggled with the term “Approved venues”
    • Possibly change to Ceremony venues or Approved ceremony venues or similar – In progress
  • Add a map showing all venues – In progress

Approved venue licensing /venuelicensing

  • This page is aimed at business but has Green styling
    • Change to business styling (blue)
    • Add link on Business section under “Regulatory business services and advice”

Copy certificates – /copycertificates

  • Users struggled with the term “copy certificates”
    • Possibly change to certificate replacements, duplicate certificates, or similar?
    • Have to check before making any changes as other material may use “Copy certificates” and need a consistent message
  • Apply online links were missed, are not very prominent
    • Rename the links to Search and apply online – birth etc.
  • There is a lot of text and sometime unclear
    • Make sure text is in plain english.
  • Online application section looks different to main site
    • Not a lot we can do in the short-term as on an old database which will be replaced in the future.
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