Quick Redesign January 2021
Context
Urgent need to help businesses to more effectively navigate the funding landscape
- Increasingly busy and more complex as new support and help becomes available
- Customers not getting to the ‘browse support’ page and getting lost on ‘coronavirus advice’
- It’s appearing from multiple partners with confusing user journeys, for niche sectors and with conflicting eligibility
- Customers ‘hedging their bets’ on the best support for them
- High levels of anxiety
Improve the ‘end to end’ comms process
- Link ScotGov funding announcements with information on FBS
- Funds being announced via blogs
- Teams not knowing when announcements are being made
- No line of site of what’s coming next
We received lots of feedback about the site itself from a lot of stakeholders. Our aim is to help more businesses identify and access the funding they need, and reduce confusion about where to go for information.
FBS is part of a wider system, which is not working optimally
The approach we took
- Undertaken a two-week intensive rapid improvement programme Coronavirus pages
- Use research, user behaviour and analytics need to underpin the changes we want to make
- Continue to iterate quickly
- Try and make changes that don’t require development, unless absolutely necessary
Analysis and research
Understanding user behaviour and preferences to help prioritise the actions to take
Changes made
It’s early days, but data analytics & user research are telling us …..
See the changes on the Covid advice page visually
Next steps
FBS site
- Ongoing engagement with users and business organisations, as well as using the analytics & insights - to inform further iterative change as and when needed
Wider funding landscape and environment
- Work by Scottish Government is underway on simplifying and streamlining the funding landscape. FBS team can assist with user insight & analytics
- Using existing Business Support Partnership channels, focus on the ‘end to end’ communication processes – to link announcements with partners so channels and content are aligned & ready
- Further work needed to increase awareness of FBS and email updates, particularly amongst intermediary organisations
- Ongoing sharing of user analytics and intelligence with public sector partners so that there is a more consistent user experience beyond FBS
Related research posts during this redesign
- Online testing (January) of Coronavirus advice page layout - Online research and testing - 20 Jan
- Analytics on the COVID page links - Analytics - 21 Jan
- One-to-one user testing - Lab Testing - 21 Jan
- Analytics on the COVID page Monday 25 January - Analytics - 25 Jan
- Intermediaries user testing 28 January 2021 - Lab Testing - 28 Jan
- One-to-one user testing 27-28 January 2021 - Lab Testing - 28 Jan
- Analytics on the COVID after quick re-design - Analytics - 1st Feb
Last updated: 02 Feb 2023