How can you improve communication between a government service provider and a diverse professional user base?

The DH identified a clear role for new technology to improve communication, knowledge sharing and informed decision-making across the diverse health and social care services. With an overall aim of maximising the usefulness and functionality of the DH’s website services Planetary Tribe developed a long-term research initiative.

We coordinated current knowledge, tested website structure, designs and usability alongside the relevance of the website's content to the audience. The research identified the key user groups and developed profiles highlighting their needs from and perceptions of the site. We also established a 'Service Assessment Survey' that tracked user perceptions as changes were being made on the DH website. Findings indicated that over 80% felt the website was changing for the better even at the first stages of change.

Amendments by the DH so far in response to our findings include a redesigned homepage, improved search, short-cut links, new pages for Publications, the Chief Medical Officer and a Photo Library for journalists. In addition redesigns for Purchasing, Research and Development, Statistics and What's New will also be soon available. An 'email this page' facility is being developed along with 'email alert' systems, greater editorial control has been introduced and personalisation opportunities are being explored.

For more details of our approach and findings for this project see www.thebigconversation.org