What we’ve learnt since coop.co.uk went live

Users come to coop.co.uk to find whatever Co-op thing they’re looking for. The site’s been live for almost 3 weeks now.

To help us design the new site, we looked at how customers and members were using the old one. For example, we ordered the content so the most popular things appear first. We’ve been looking carefully at the data to monitor traffic and see if any user journeys are broken and so far, everything’s looking good.

Thorough prep paid off

We changed the old site for a few reasons: the content management system was difficult for us to develop and improve; the performance was slow and some sections of the site weren’t responsive.

The old site had been up and running for 8 years and the team that was working on it wasn’t the same as the one that set it up. Over the years, documenting different parts of the site had got messy and complicated but we knew that and planned for the problems we thought we’d face.

Positive results from our biggest change

The biggest change we’ve made is improving the search function. We stopped it searching old content so that it didn’t return results that were out of date and for the first time searches can find food stores.

Since then, we’ve seen the number of searches increase by 28% (admittedly, this could be seen as a positive or negative thing) but the number of search refinements has dropped by 13%. That’s when a user’s first search didn’t return a result they were looking for so they search again using different terms. This means people are finding the results they want, quicker.

We’re still learning though

Five days after we launched we added a feedback box on the search results page. A recurring piece of feedback that we’ve had through it is that users are struggling to add points to their Membership card.

“I went shopping and forgot my Membership card. I’m just trying to add my points. ”

“I forgot to take my Membership card. I have my receipts, can I add my points.”

We’ve now created a ‘Forgotten card. Add your Co-op rewards’ page in response to those comments.

Making things better and quicker

To help make the site quicker and potentially save on server costs we’ve been making improvements to our codebase. We’re halfway through refactoring the backend which should more than double the server response time and add improved resilience under load.

Looking at the analytics

As part of the piece work, we also looked at our old urls. I blogged back in January 2016 about why we got rid of 20 websites to improve the quality of our content. We’ve got rid of lots more since then. We took down 400 pages of information on Co-op estates and we’ve put in lots of redirects from searches. The most notable one is when people search for our funeral homes we direct them to the new Funeralcare branch finder.

Despite the cull, there hasn’t been a massive drop in the number of page views. The blue line is the new site and the orange is the old site.

Screen Shot 2017-04-11 at 15.40.45

All this is just the latest chunk of work we’ve been doing – we know there’s still a long way to go. As always, we want to improve the site so if you have feedback, we’re keen to hear it.

Peter Brumby
Digital Channels Manager

Co-op Finder Alpha Update

In my previous post I talked about the work we’re doing to improve our store and branch locator. We’ve continued to improve our new Co-op Finder Alpha and added a page for each store.

All the updates have come from:

  • user feedback from the form on the page
  • user research sessions
  • comments on the blog
  • messages on Twitter

So, if you gave us some feedback, thanks very much. You’ve helped to shape our service for colleagues, members and customers.

Design

Here’s a couple of the design changes we made.

We improved the text input box and how we show the ‘use my location’ option. This was because our users were confused when we tested it out:

image 1

We have reduced the space taken up by the list and map tabs. It was pushing the most important information too far down the screen:

image-2

Local pages

Users asked us to show facilities and services for each store. We’ve added a link to more information that goes to a page about each store. These pages are essential for helping people find stores more easily on search sites. They give us a great opportunity to test new features about a store and its local community.

Information accuracy

Most of the feedback we received was about:

  • opening hours
  • the accuracy of where the pin appears on the map 
  • the need to quickly update information about stores that have closed or changed ownership

The good news is that we’ve improved the accuracy of the location coordinates from 17% to around 88%. That’s around 3,500 stores now with an accurate pin on the map.

There are lots more improvements in the pipeline and we’ll keep you updated here.

Our show and tell is every Wednesday, 10th Floor, 1 Angel Square in Manchester at 10.15-10.45. All colleagues and Member Council members are welcome.

Ben Rieveley
Product Manager, Location Services

We’ve officially moved to coop.co.uk

Since launching our brand in May, the web address we’ve promoted and printed on things has been coop.co.uk. For those of you paying close attention you’ll have noticed coop.co.uk just redirected to co-operative.coop – but not anymore.

All 11,647 co-operative.coop pages and pdf links now use our new web address.

coop.co.uk

Why coop.co.uk?

We need to acknowledge how our members refer to us and search for us. Most people call us the Co-op and search for us without the hyphen (83% of users). You can find out more in Nick’s post ‘Why we’ve moved to coop.co.uk’.

No lost links

Changing your web address is very similar to moving house. To make sure people continue to visit, you need to tell them you’ve moved.

Google and Bing are the most important people to tell. If we didn’t do this correctly our site would be a lot harder to find.

We also made sure our old URL co-operative.coop and our even older URL co-op.co.uk 301 redirected to our new web address.

So if you typed:

co-op.co.uk/about-us

Or

co-operative.coop/about-us

It would go to coop.co.uk/about-us

Was it a success?

Making any change to your URL is risky and will normally see a drop in visitors coming to your site via search. We predicted our website would take up to two months to recover.

It’s still too early to tell how successful the change has been and we’ll continue to monitor, but a good indication is how quickly Google and Bing has recognised the change. This can take several weeks but only took a week.

More changes to come

We’re building a new version of coop.co.uk which you can take a look at.

We’ve also started to change all our other website addresses to be subdomains of coop.co.uk. Subdomains let us add a word before our URL. For example our jobs site is now jobs.coop.co.uk. Any link we promote in TV, print and so on will start coop.co.uk. So for the jobs site we would promote it as coop.co.uk/jobs.

I’ll be explaining more about URL strategy soon but if you have any questions or comments let me know.

Peter Brumby
Digital Channels Manager

Co-op Finder Alpha

Co-op-Finder-Alpha
Co-op Finder Alpha – list results view

We’ve made live our Co-op Finder Alpha. Have a look https://alpha.coop.co.uk/finder.

If you’ve ever used our old store locator, you’ll see there are lots of things that aren’t in the new one. There’s a reason for that. We don’t know whether it was useful or not, in fact there’s a lot we don’t know. 

We’ll use our Co-op Finder Alpha to learn more.

We do know a lot of people choose to come to our website to use our store locator to see whether we are open, usually around those times when opening hours in general are not obvious, like Sunday evenings and national holidays.

We also know that the next most common thing customers need, is to know where the nearest Co-op is to a specific location. 

We’ve kept a few obvious elements, like telephone numbers and links to get directions, but other than that we’ve removed anything that we don’t have an evidenced user need for.

There are two opportunities for users to provide feedback on the experience itself and whether the information is correct, through this and further user research we will understand better what needs to be there.

We’ve already learnt a lot and have some solid improvements in the pipeline that we’ll make live shortly.

Our show & tell is part of the coop.co.uk session every Wednesday, 10th Floor, 10.15-10.45 – all colleagues and Council members welcome.

Please let us know what you think.

Ben Rieveley
Product Manager

Why we’ve moved to coop.co.uk

We recently announced that we were changing our web address to become coop.co.uk. We wanted to let you know why.

Image with coop.co.uk

Why Coop?

In the digital space it makes sense as it mirrors the new brand identity. It’s how the majority of our users find us when searching on the web. It’s also more user friendly when using mobile and touchscreen devices. Additionally, some social platforms do not support punctuation in a hashtag, so the “-” becomes problematic. For consistency we felt that it was better to remove it.

Why .co.uk?

We’ve found that .coop is relatively unknown to typical customers. Most are more familiar with .co.uk and .com.

Currently, we have many different web addresses and this presents a confusing picture. We felt the need to adopt a better strategy. That is consistent, sustainable, supports the brand and is easy for customers to understand. Moving to coop.co.uk gives us this opportunity. We will transition current and new sites into this url format in the coming months. It will allow us to better function as a group online. It will join up our businesses in a more logical manner and provide a better experience.

If you have any questions about this approach then please get in touch. Also for any council members or colleagues there is an open invitation to join us at our show and tell, every Wednesday at 10.15 – 10.45, on the 10th floor of 1 Angel Square in Manchester.

Nick Gallon