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FAA Web Background. Decentralized web management Over 1M web pages Over 200 servers Over 300 registered developers $17.5M est. annual cost Few policies and standards Everyone ‘doing their own thing’. Changes Needed. More than 85 links on the homepage

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FAA Web Background

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Faa web background l.jpg

FAA Web Background

  • Decentralized web management

  • Over 1M web pages

    • Over 200 servers

    • Over 300 registered developers

  • $17.5M est. annual cost

  • Few policies and standards

  • Everyone ‘doing their own thing’


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Changes Needed

  • More than 85 links on the homepage

  • 57% of visitors couldn’t find what they were looking for

  • Navigation & search were big problem areas

  • Content FAA centric, rather the public focused


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Who Visits the FAA Web?

  • 1.7 M+ visitors a month to faa.gov

    • Largest groups are pilots & federal employees

    • 24% are first time visitors

  • 421,000 + hours on the site a month

    • What are they looking for?

    • Did they find it?

  • Began web satisfaction survey in July 2003

    • FAA scores one of the lowest in government


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What the Survey Tells Us

Frequency

Visitors


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New Look for FAA Web (September 2003)

  • Redesign addressed top priority areas

    • Navigation

    • Search

    • Look and feel

    • Simplify

  • Added Self Service for FAQs

    • Top 150 questions and answers


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Improvements!


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Key Audiences More Satisfied

  • Pilots overall score up by + 4 points

    • Search scores up by + 5

    • Navigation scores up by + 4

    • Look & feel up by + 4

  • First time visitors

    • 5% more, 7% more satisfied

    • 61% find what they’re looking for

      • 10% more than pre-redesign


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