Why we engaged

A treejack study is a type of user experience (UX) research method that is commonly used to evaluate the effectiveness of website navigation. In this particular case, the study was conducted using Optimal Workshop to gain insights into how users interact with the current City of Kingston website.

The primary goal of the study was to identify any usability issues and pain points that users may encounter when trying to access specific web pages. By doing so, the organization could gain a better understanding of the current website's strengths and weaknesses and where improvements could be made.

By identifying where users tend to get lost or experience difficulty navigating the website, the organization could pinpoint specific areas for improvement. This information could then be used to develop a new website that is more accessible and easier to navigate for users, ultimately reducing the number of customer support inquiries.

In summary, the treejack study was aimed at improving the website's usability by identifying weaknesses in the current website's navigation. The insights gained from the study can inform the development of a new website that is more user-friendly and reduces the need for customer support inquiries.

How we engaged

Participants were engaged using Get Involved Kingston (GIK). An invitation to participate in the study was shared on GIK, which allowed website users to sign up and contribute to the development of a more accessible and user-friendly website. This approach not only gathered valuable insights from potential users but also empowered the community to play a role in shaping the website to better suit their needs.

This study was promoted via social media posts, email newsletters, printed posters and connecting with relevant community groups to encourage participation.

Who we heard from

According to the results of our study generated by Optimal Workshop:

• 415 users participated
• 309 (74%) participants completed the study
• All participants (100%) were located in Canada

How input was used

This input was used to help inform and guide the development process of the new website, ensuring that the new website is user-friendly and easy to navigate. The results of the treejack study outline how users interact with the website when they have specific information to locate. By designing a website that is easy to navigate and access, the organization can provide a positive user experience that encourages users to engage with the website and reduces the need for customer support inquiries.

Next steps

The organization is using the insights gained from the treejack study to guide the redesign of the website's navigation ensuring that the new website is more user-friendly and accessible to users. By prioritizing the needs and preferences of users in the website redesign process, the organization can provide a positive user experience that encourages users to engage with the website.

What we heard

• 90% of participants successfully completed their given task and ended up at the “correct” destination.
• 87% of tasks were completed directly, with no backtracking.

A listing of tasks and their completion rate is available in an accessible format upon request.

Task 1: Find where to apply for a building permit for a deck

Home > Applications, Licences and Permits > Building Permits > Deck Permits

Home > Building and Renovating > Building Permits > Deck Permits

Home > Home, Property and Taxes > Building and Renovating > Building Permits > Deck Permits

Figure 2: Pie chart showing percentages of successfully completed tasks. 98% of tasks were completed successfully and this is shown in green. An accessible format is available upon request.