Websites are a symptom, not the cause RENDER CONFERENCE. MARCH 2017 Sally Jenkinson @sjenkinson

Hello!@sjenkinson

“HealthCare.gov, the $630 million online insurance marketplace, was a disaster after it went live…”

http://www.nytimes.com/2013/12/01/us/politics/inside-the-race-to-rescue-a-health-site-and-obama.html

New York Times

“The rollout of Healthcare.gov in 2013 under former President Barack Obama, to name a related example, was a disaster.”

https://newrepublic.com/article/141203/trumpcare-already-dead

New Republic

“Even Obamacare supporters had their faith shaken by Obama’s broken promises about keeping existing plans, premiums declining by $2,500, and the disastrous website roll-out.”

https://www.theatlantic.com/health/archive/2017/01/is-obamacare-just-a-branding-problem/512936/

The Atlantic

“The first step is to get rid of Obamacare, which was a total disaster," Gianti said. "It was designed to fail, and taxpayers had to waste money on that failed healthcare.gov website.”

http://talkingpointsmemo.com/dc/trump-inauguration-attendees-cheer-failed-socialist-experiment

TPM

When websites have problems, people remember.

When your website project becomes synonymous with failure

“Bad impressions and bad stereotypes are quicker to form and more resistant to disconfirmation than good ones.”

Roy F. Baumeister, Ellen Bratslavsky, Catrin Finkenauer, Kathleen D. Vohs

BAD IS STRONGER THAN GOOD

Turn this focus to your advantage

Don’t just make websites.

Use websites to point you in the direction of everything that could be better.

Use web technologies to start thinking outside of limited approaches.

Identifying issues 01

02

03

04

Why do any problems exist?

How can we apply our web thinking elsewhere?

How do we make things better?

Identifying issues 1 Uncovering everything that could be better

Technical discovery

There are so many

factors to consider on any project

recordssoundthesame.com/wp-content/uploads/2013/04/startingpoints-FINAL.pdf

Digital transformation

Using a website as a lens

“The system that got implemented was far too inflexible, so we’ve had to either stay be limited by it or come up with workarounds.”

“We have to go back to our agency’s developers for every little change. This is expensive and takes forever.”

“The site launched, but it’s incredibly slow compared to our old one and people are starting to complain.”

“We’re not sure why but our analytics have shown that we’ve lost 80% of our traffic since the launch.”

Extending expert reviews

Performance Accessibility Code review Responsive approach

Third party integrations Analytics

General attention to

detail

Extending expert reviews

Usability SEO Content

Responsive approach

Third party integrations

General attention to detail

Performance Accessibility Code review Responsive approach

Third party integrations Analytics

General attention to

detail

Extending expert reviews

Usability SEO Content

gist.github.com/greywillfade/20f48ba67d799784040e

Everyone is different

Why do any problems exist? 2 Understanding root causes

Root cause analysis

Sakichi Toyoda and The 5 Whys

Fishbone/ Ishikawa diagramVisualise cause and effect

People, processes, technology, & strategy

People

Technology

Strategy

Process

3 How can we apply our web thinking elsewhere? Using digital to transform more widely

Root causes to make sites better

Web thinking to make other things better

Web thinking to make other things better

Root causes to make sites better

Being more proactive

“The sooner we can order parts, the sooner they come in, the sooner we’ll see a performance increase”

1. Help the team to have a faster car, through more efficient processes.

2. Save time and money.

3. Provide staff with better tools and processes, removing frustrations (and helping them to get home on time!)

4. Be more sustainable into the future.

5. Better use technology to gain advantages on other teams.

1. Help the team to have a faster website, through more efficient processes.

2. Save time and money.

3. Provide staff with better tools and processes, removing frustrations (and helping them to get home on time!)

4. Be more sustainable into the future.

5. Better use technology to gain advantages on competitors.

Use the web and digital principles to bring benefits to the wider business.

Building for the future 🚀

Making change happen4 How do we make things better?

Communicate improvements

Standards and principles

Teach, don’t just do

Get the right team

Stay open

Give people an easy way to understand why something matters.

Communicate improvements

Standards and principles

Teach, don’t just do

Get the right team

Stay open

Communicate improvements

Standards and principles

Teach, don’t just do

Get the right team

Stay open

Communicate improvements

Standards and principles

Teach, don’t just do

Get the right team

Stay open

Communicate improvements

Standards and principles

Teach, don’t just do

Get the right team

Stay open

ethanmarcotte.com/wrote/free-faster

Identifying issues

Why do any problems exist?

How can we apply our web thinking elsewhere?

How do we make things better?

Credits: flickr.com/photos/ideonexus/3776943478 commons.wikimedia.org/wiki/File:Lenteconv_3.svg Kepler 16-b courtesy NASA/JPL-Caltech

Sally Jenkinson

@sjenkinson sally@recordssoundthesame.com recordssoundthesame.com sallyjenkinson.co.uk

Thank you!