Phase two of the IT web rebuild project was a complex and rewarding piece of the puzzle. Working closely with stakeholders, we delivered a new Tools, software and services section – spanning over 160 web pages which went live at the end of September.
The new section presents service information in a clearly structured and user-friendly way, and replaces a service catalogue that had become outdated and challenging to navigate. It hosts services managed within IT Services but also by other teams across the University and will become even more comprehensive over time.
Merging projects and defining roles
Originally, the IT web rebuild (phase two) and the IT service catalogue were two separate projects. However, due to so many dependencies and crossovers with user needs and content structure, it made sense to merge them into one project. Merging them helped us align our vision, reduce redundancy, and collaborate to create a solution that meets both business and user needs. Combining established projects can create role overlaps, so we created a RACI matrix (Responsible, Accountable, Consulted, and Informed) to clarify roles and responsibilities. This exercise brought clarity and helped our teams transition smoothly into one unified project where everyone was clear on who was doing what.
Content audit
To define exactly which ‘services’ would go into the catalogue, we collaboratively reviewed a content audit of existing web pages about IT services. One by one, we reviewed each service page to work out what we would need to keep, update, merge or delete. Though the layout varied greatly, many pages gave a satisfactory overview of a service. The content would be a useful reference when creating new, consistent service references. In some cases though, we found partial information. This would need expanding or merging with other sources.
Documenting these decisions in our audit gave us a clear content map. In numbers, we would be streamlining content across 250 web pages into just over 160. All this laid the groundwork for our next step: content modelling.
Content modelling
We led a collaborative content modelling workshop with stakeholders from IT Services to identify what fields would be needed and whether they were required or optional. The end result was a content model for a service reference web page. Here’s what we did:
- Reviewed our existing content – what worked, what didn’t – and discussed how to structure information for a clear user experience.
- Informed by our discussions, we drafted a service page template, with universal fields to suit all service types.
- Built a mock-up of a service reference page and then reviewed the design during a ‘content crit’ to identify improvements.
- Brought in our front-end developer to turn the mock-up into a proper CMS content type, based on our consistent new structure.
Our templates allow us to create content faster and update many pages at once. With fixed text, dropdowns, and a consistent structure, any changes we make in the backend show up across all pages that use these templates.
We’ve also added automation for service status messages. By linking to the University’s live service status feed, staff and students can check if a service is down in real time. This feature offers transparency and reduces the volume of queries.
We did more content modelling work for service category pages, for example Communication, collaboration and productivity. These pages pull together themed groups of services onto one page. They’re intended for users who might not be sure exactly what service they need, helping them to find a suitable tool, or explore related or alternative services. They each start with a short introduction and featured services, followed by a full list of services in scannable bullet list format.
On the main Tools, software and services page, filterable searches and categories help users find what they need.
Content production
Content production on this scale requires careful planning and collaboration. First, we assembled a small team to tackle the content creation and CMS builds. We established a production timeline and regular communication channels, to keep everyone aligned. To maintain momentum and work in the most efficient way, we designated specific focus weeks for content creation and editing which allowed us to turn over a high volume of material while maintaining quality.
We divvied up the pages between us and we each had a proofreading buddy to check our work. After proofing the content, we handed content over to information providers and approvers (IPAs). Over 65 of them reviewed content for factual accuracy, making sure every detail was correct and up to date. This collaborative effort upheld our standards and commitment to delivering accurate, user-friendly information.
User testing
Before going live, we conducted some user testing with students to gather feedback on the new section. The pages performed well overall and we had some useful nuggets of feedback for making small refinements to ensure clarity.
Overall, the website worked well if the tester had prior knowledge on what they were trying to find. However, it didn’t perform as strongly when the tester sought an output but was not aware of which tool could achieve it. While the new category pages help guide users, we need to understand how we can do more, and help users find a tool to support their specific needs – data analysis will help generate and inform solutions.
In phase three (the final phase of the project), we’ll focus on enhancing navigation to make the pages even more intuitive, especially for those who need extra guidance on finding a tool or approach to meet their needs.
Going live
Thanks to meticulous planning and lots of collaboration, we went live on schedule. It wasn’t without its challenges. The production timeline landed over the summer and the start of the semester, which wasn’t ideal for everyone who needed to review and approve content. While everything was signed off and live on time, there will always be room for improvement and more collaboration. So we’ll be working to review and tweak some target areas over the coming months. We’re also putting content governance in place to keep everything current, relevant, and user-focused.
With phase two complete, we’re excited to continue the rebuild, keeping usability and collaboration with stakeholders as a priority.
Check out the revamped Tools, software and services section.
