icc user research report

7/27/2019 ICC User Research Report

1/13

User research report


2/13

Average visits per day 3,240

Most visits per day 14,695

4.66 pageviews per visit

Average time on site: 7 minutes 12 seconds

June to Sept 2013

Steady audience visit day to day for

updates on activities.

Incredible interest during spikes (5 x

normal).


3/13

What do your users think of your current website?

How easy was it to find what you were looking for?

5.3 (mean figure), 13% (very easy), 17% (very hard)

How likely would you be to recommend the website to your friends?

5.7 (mean figure), 24% (very likely), 19% (not very likely)

Most common complaints

Cant find updates

Difficult to find important decisions

Having to go to more than one place for new

filings/updates

Updates are too slow/Delays publishing

information

Too many steps to get to a case

Search engine is not working

Overly legalistic language

Too many dead/broken links

Streaming of trial proceedings often doesn't

work

Cannot scroll in older IE browser

Fonts are too small


4/13

Netherlands - 25%

United States - 20%

France - 9%

United Kingdom - 8%

Kenya - 7%

Canada - 5%

Germany - 5%

Cote DIvoire -3%

Australia - 4%

Location - (One year / Analytics) Visitors from 213 different countries.Very different needs, different

technologies - must try to provide a

consistent experience.


5/13

Netherlands - 25%

United States - 27%

United Kingdom - 7%

Kenya - 22%

Germany - 5%

Poland - 13%

Location - (Sept 2013 / Analytics)

Visitors change if you look at the most

recent month. Interest from different

countries ebbs and flows

according to the activities of the court.


6/13

Belgium - 3%

United States - 11%

Netherlands - 32%

Kenya - 14%

Germany - 4%

Location - (Survey EN)

United Kingdom - 5%

Afghanistan - 3%


7/13

Belgium - 11%

DRC - 20%

France - 14%

Canada - 4%

Cameroon - 5%

Location - (Survey FR)

Cte dIvoire - 15%

Burkina Faso - 4%

Netherlands - 12%


8/13

Gender - (Survey EN/ FR) New / Returning visitors (One year / Analytics)

New visitors - 49%

Returningvisitors - 51%

Age - (Survey EN/ FR)

Male - 63%

Female - 36%

26 to 35

< 25

36 to 60

> 60

Language - (Survey EN/ FR and analytics)

FR - 18%

FR - 14% (a)EN - 82%

EN - 86% (a)


9/13

Occupation - (Survey EN/FR) Education - (Survey EN/FR)

University

(Postgraduate)

- 68%

University - 21%

College - 7%

School - 4%Legal professional

International organisation

employee

NGO professional

State representative

Journalist

Student

Academic

Other

Other included: Intern, accountant, retired civil servant, clergy, private investigator,

admin assistant, freelance translator, crime victim


10/13

Time online (per week) (EN/FR survey) How access the internet? (EN/FR survey)

Browsers - (One year / Analytics)

< 1 hour

Mobile devices (EN/FR survey)

Samsung -24%

> 5 hours1 - 5 hours

Other included: Blackberry, Huawei, LG

Apple - 30%

Other - 25%

Nokia - 11%

Home

Work

Internet cafe

Mobile


11/13

Top referrers - (One year / Analytics)

Search keywords - (One year / Analytics)

Traffic sources - (One year / Analytics)

Direct or

referral - 53%Twitter /

Facebook - 3%

Facebook

Twitter

LinkedIn

None

Search - 43% Facebook - 1.7%

UN - 1.57%

Twitter - 1.34%

Wikipedia - 1.31%

iccnow.org - 0.33%

bbc.co.uk - 0.28%

eurobrussels.com - 0.27%

icckenya.org - 0.25%

ask.com - 0.17%

Social network usage (Survey EN / FR)

It is tricky to separate direct and referral due to the way the current site works.


12/13

Sept 2012 to Sept 2013 - Search terms

Notice Egypt is the top search term along with

Columbia suggesting lots of interest in where

the ICCcouldorcould notoperate.


13/13

Sept 2013 - Search terms

Notice Syria is the top search term backing up

the conclusions over the year (previous slide)

that lots of interest in where the ICCcouldor

could notoperate.

icc user research report

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