User research report

June to Sept 2013

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 Steady audience visit day to day for updates on activities. Incredible interest during spikes (5 x normal).

What do your users think of your current website?

Most common complaints

Cant nd updates Dicult to nd important decisions Having to go to more than one place for new
lings/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

How easy was it to nd what you were looking for? 5.3 (mean gure), 13% (very easy), 17% (very hard) How likely would you be to recommend the website to your friends? 5.7 (mean gure), 24% (very likely), 19% (not very likely)

Location - (One year / Analytics)

Visitors from 213 dierent countries. Very dierent needs, dierent technologies - must try to provide a consistent experience.

Cote DIvoire -3%

Australia - 4% Germany - 5%

Netherlands - 25%

Canada - 5%

Kenya - 7%

United Kingdom - 8% France - 9%

United States - 20%

Location - (Sept 2013 / Analytics)

Visitors change if you look at the most recent month. Interest from dierent countries ebbs and ows according to the activities of the court.

United Kingdom - 7%

Germany - 5%

Poland - 13% United States - 27%

Kenya - 22% Netherlands - 25%

Location - (Survey EN)

United States - 11%

Afghanistan - 3% Belgium - 3%

United Kingdom - 5%

Germany - 4%

Kenya - 14%

Netherlands - 32%

Location - (Survey FR) Burkina Faso - 4% DRC - 20%

Belgium - 11%

Netherlands - 12% Cameroon - 5%

Canada - 4% France - 14% Cte dIvoire - 15%

Gender - (Survey EN/ FR) Female - 36%

New / Returning visitors (One year / Analytics)

New visitors - 49% Returning visitors - 51% Male - 63%

Language - (Survey EN/ FR and analytics)

Age - (Survey EN/ FR) > 60 < 25

FR - 18% FR - 14% (a)

EN - 82% EN - 86% (a)

36 to 60

26 to 35

Occupation - (Survey EN/FR)

Legal professional International organisation employee NGO professional State representative Journalist Student Academic Other

Education - (Survey EN/FR) School - 4% College - 7%

University - 21% University (Postgraduate) - 68%

Other included: Intern, accountant, retired civil servant, clergy, private investigator, admin assistant, freelance translator, crime victim

Time online (per week) (EN/FR survey)

How access the internet? (EN/FR survey)

Home

Work

1 - 5 hours

> 5 hours
Internet cafe

< 1 hour
Mobile

Mobile devices (EN/FR survey) Samsung -24%

Browsers - (One year / Analytics)

Other - 25% Apple - 30%

Nokia - 11%
Other included: Blackberry, Huawei, LG

Trac sources - (One year / Analytics) Search - 43%

Top referrers - (One year / Analytics) 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%

Direct or referral - 53% Twitter / Facebook - 3%

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

Social network usage (Survey EN / FR)

Search keywords - (One year / Analytics)

Facebook

Twitter

LinkedIn

None

Sept 2012 to Sept 2013 - Search terms

Notice Egypt is the top search term along with Columbia suggesting lots of interest in where the ICC could or could not operate.

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 ICC could or could not operate.