At the LSC ITC conference 2023, the legal help website People’s Law School in British Columbia, Canada shared their strategy to measure what works on their website.
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They were motivated by knowing ‘What works?” They want to know if the website is making a difference or not. Did they help people who were seeking guidance and assistance with their problems?
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They did this by asking discrete, one-off questions throughout their website.
- Is this helpful?
- Will this help you resolve your issue?
- Would you recommend this to others?
These questions usually had five star rating scales. In addition, there were free text boxes. The data was then saved into a database and presented as a data dashboard.
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The website administrators could then see rates around empowerment, satisfaction, net promoter score, and suggestion and comments.
The data dashboard would be a driver of regular iterations and improvements.