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The University of Surrey’s digital estate has grown organically, evolving over time. They maintain multiple platforms and products for interacting with more than 16,000 students, 2,500 members of staff as well as the public.
Surrey wanted to know where they could invest to improve - what were the roles of individual platforms, what needs were they meeting, which were performing well and which needed updating? They wanted a clear understanding of the needs of the different user groups so they could determine where to focus to best improve experiences.
Surrey commissioned us to run a discovery exploring experiences across the university.
We worked with three audiences: students, staff and other professionals working outside the university. We explored top tasks through quant and qual research and conducted analysis for the most common tasks relating to studies or work.
We also tested university content and communications to understand effectiveness and usefulness.
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Our research uncovered a multitude of user needs, gaps, pain points and opportunities. These included:
Our work has enabled Surrey to identify a roadmap of improvements across their platforms and channels. They now have clear evidence around where to invest for impact.
Vickie Sheriff, Director of Communications and Public Affairs said:
“We needed to uncover how different user groups engage with our digital platforms to find the information they need. Mace & Menter's work provided us with evidence that confirms some things we already suspected and highlighted areas to improve.
“They identified things we can fix easily and helped us rethink our approach to multiple platforms. They have a simple and effective approach. They bring knowledge and expertise in this field.
“I'd definitely recommend Mace & Menter, they are organised, knowledgeable, understanding, patient, thorough and eloquently distil insight.”