Norwegian Environment Agency
"We have experienced a cultural shift in both the organization and the team. There is now much more focus on user needs."
A Big Thanks to the Norwegian Environment Agency, Our second Customer A year ago, you became our second customer. Thank you for placing your trust in us right from the start.
Continuous Insight Was Put on the Agenda
Jarle Stokland has been a true advocate for putting the user at the center of digital development. He coordinates work on the website and, as a new employee in his role, quickly initiated a continuous focus on user insights. Skyra became the solution for establishing reporting on user satisfaction, leading to more efficient use of resources and happier users.
What Was the Reason for Wanting a User Insights Tool?
Our goal is to use resources as efficiently as possible. To achieve this, we needed a management tool to base decisions on insights and data rather than our own assumptions. Previously, we only had statistics on page views, but that doesn’t tell us anything about the quality of the content or whether users accomplished what they came to do. A management tool needs to tell us what should be prioritized and provide a success measurement that can be reported.
Does Skyra Help You Work More Efficiently?
Yes, Skyra has truly helped us with speed and agile work. Immediate findings lead to immediate improvements. This is in stark contrast to the 'old way', which typically involves an annual report on user experience or an insights project that includes multiple people and rounds of interviews. Such processes take time. Now, we can log in ourselves and make timely discoveries. Without Skyra, we would likely have started new large projects instead of focusing on quick and simple actions that increase user satisfaction.
Has Skyra Changed the Way You Work?
We have experienced a cultural shift in both the organization and the team. There is much more focus on user needs now. Teams hold weekly meetings where we discuss findings and feedback. We also provide monthly reports to management with clear data on users' successes and challenges.
This makes our discussions more aligned as we share a common understanding of what’s important to users. Our actions are much better targeted to what people need.
Do You Have an Example of a Finding That Led to Improvement?
A specific user task is paying the hunter's fee, which is only available for a short period at the beginning of the hunting season. The payment solution itself is managed by Altinn, not by the Norwegian Environment Agency. In March, we issued information reminding people to pay the hunter's fee. That same week, the Skyra dashboard showed that the completion rate had dropped, meaning fewer people were able to complete their task. We investigated and found the cause: Altinn didn’t open for payments until April 1st.
We quickly posted information about this to avoid misunderstandings. After the update, the completion rate increased. This shows why continuous measurement of user experience is important and illustrates something that page view statistics can’t tell us—namely, what information is missing or misunderstood.