Providing the Information Commissioner’s Office (ICO) an understanding of their users and stakeholders and guiding them with best practice methodologies for constant digital development
The ICO website is visited over 5 million times a year and presents users with a wide variety of guidance, advice and services. For most users, the website is the first point of contact with the ICO and therefore the most direct and engaging tools the ICO has for communicating with their various audience groups and users.
The original website design was introduced in 2014, and since then the organisation has grown and evolved and so have the needs of their users and stakeholders. To meet these needs, the website needed to evolve both the content and functionality, in the short and long term and the changes needed to be informed by solid user research.
The ICO did not have user research resources available internally and Invuse came in to provide best practice guidance and undertake a range of user research activities to help the ICO understand user’s needs when accessing their website and digital services.
By employing a combination of qualitative and quantitative research methods, we aimed to provide ICO with valuable insights for informed decision-making regarding their website and digital services, focusing on improving the overall user experience.
The first stage of the project was divided into three phases, with specific objectives and deliverables:
This phase focused on the start of the user research with a website audit, analytics review and stakeholder engagement.
This phase focussed on user workshops, accessibility, and scenario testing along with a Card Sort.
This phase focussed on card sorting, Information Architecture (IA) design, user persona creation, and research analysis and reports.
The second stage of work took place approximately 4 months later with the focus on face-to-face UX lab based Scenario Testing and a Card Sort for one specific section of content.
Invuse was selected as the supplier of choice for the ICO project, outshining other suppliers with our extensive knowledge and expertise. Our deep understanding of the digital landscape, coupled with our proven track record in delivering projects aligned with the GDS standards, set us apart. With a strong focus on WCAG compliance, we ensured that the guidance provided to the ICO would ensure the website would be accessible and inclusive to all users. Our commitment to user-centric research and adaptability to evolving user needs positioned us as the ideal partner to elevate the ICO’s digital presence.
The Information Commissioner’s Office (ICO) is an independent regulatory authority in the United Kingdom responsible for upholding information rights and enforcing data protection laws. As the UK’s data protection authority, the ICO plays a crucial role in safeguarding individuals’ privacy and ensuring organisations handle personal data appropriately. The ICO is responsible for promoting awareness and understanding of data protection regulations, investigating data breaches, and taking enforcement actions against organisations that violate data protection laws. By regulating and supervising the use of personal data, the ICO aims to protect individuals’ rights and promote trust and confidence in the handling of personal information across public and private sectors.