Case Studies

Review of website and social media for the Centre of expertise on child sexual abuse (CSA Centre)

The Centre of expertise on child sexual abuse (CSA Centre) approached us to review its digital presence following a wealth of work since the organisation was founded and the website was developed in 2017.

To do this, the CSA Centre asked Lagom to carry out a project to review the content, look at how the site meets user needs and how it is promoted via social media, with a dedicated User Researcher, Content Strategist and Social Media Specialist.

We carried out a programme of research activities, including user interviews, usability tests and a website analytics review, to gain an understanding of how well the site was meeting users’ needs and to develop a prioritised list of the tasks users are trying to perform on the site.

We also spoke to stakeholders to establish the CSA Centre’s goals and how they felt the digital presence could help them achieve these.

A full content review of the site was also carried out to identify any areas of the user experience that could be improved.

The CSA Centre’s use of social media was also evaluated and recommendations made about how this could be used to increase the reach of their work.

The number of resources the CSA Centre provides to front-line professionals, such as social workers, teachers, health professionals and police, has grown significantly in recent years and it was clear that finding these resources on the site was a priority for users and stakeholders.

To make the site easier to navigate, we developed a tree test in OptimalSort, for users of the website to test out a refreshed site map before any changes were made to the site. This provisional site map was based on previous work by the CSA Centre team and the learnings from our research.

Through this we were able to validate a top level of navigation for a new site map and recommend areas to focus future user research on.

At the end of the project, we presented more than 50 findings on the website’s users, design and content, the use of social media, and the people and processes governing the website.

We also made 30 recommendations to help the CSA Centre move towards its ambitions, including a roadmap of quick wins that the team could implement themselves, and larger work packages.

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