Aims and Measures

Quicker, easier, clearer

Users from all groups must be able to find what they need easily and quickly. All communications must be clear and concise, crafted in a way which most people can understand. The ICC is the authoritative voice about the ICC.

• Jargone
• Content checklist
• Style and tone
• Typography - em dash, smart quotes, etc
• Loading times - requests, load time, bytes (js, image) - first time and subsequently
• Search logs

More vibrant, more human, more engaging

_The ICC is an independent and impartial judicial institution, but its website must be more than a filing cabinet for legal decisions. The ICC website needs to provide context and explain the ICC work. Why does the ICC matter? Who has it helped and how has it affected their lives? Engage the user, listen to them and use each interaction as an opportunity to garner support for the ICC’s mission.   _

• Satisfaction survey
• Bounce rate
• Visitor loyalty and recency
  • Visitor Loyalty: During the reporting time period how often do "people" ("visitors") visit my website?
  • Visitor recency: How long has it been since a visitor last visited your website?
  • Length of Visit: During the reporting period what is the quality of visit as represented by length of a visitor session in seconds.
  • Depth of Visit: During a given time period what is the distribution of number of pages in each visit to the website.
• Page depth

More efficient, more effective

_Do as much as possible with as little as possible. Focus on the irreducible core: ICC does what only ICC can do. Every endeavour must answer a user need and have at least one measure of success, which will be monitored and reviewed over time.    _

• Measure and record the time taken to produce content
• Click through rates from emails and Twitter
• Task completion and conversion - what do these mean in the context of the ICC?
• A/B testing

Accessible by everyone, everywhere

Users must be able to access the website on “four screens” - laptop/PC, tablet, mobile and IPTV. It must cater for users with limited internet bandwidth and must work for people with disabilities, non-native En/Fr speakers. It must be built to withstand the rapid pace of technological change (ie, be based on web standards).

• Web Content Accessibility Guidelines (WCAG) 2.0
• Google page speed
• Validation: HTML, CSS, JavaScript
• Cross browser and cross device testing