Anyone who’s ever logged into Google Analytics and poked around will have observed some data about their users. The surface level stuff such as pageviews and number of users can be interesting to look at, but not necessarily useful. It’s only after digging deeper that the results get interesting, leading to an understanding of users’ information seeking behaviours at scale, and ultimately informing hypotheses and design.
There is an added value in capturing this kind of data – the opportunity to establish a benchmark and track the success of design decisions, and to continually optimise those decisions.
Here are 3 ways that Folk has used data in human-centred design, in ways that have enriched the project outcome.
Using behavioural data insights to inform customer navigation and improve access to information and services: Queensland Department of Child Safety, Youth and Women
Folk was engaged by DCSYW to assist in consolidating access to resources to support Queenslanders experiencing or impacted by Domestic and Family Violence.
By examining existing acquisition keyword data at a granular level, Folk was able to extract real language search queries that used the Five W’s (and one H) of information gathering: Who, What, When, Why, Where and How.