Paying council tax can hardly ever be a pleasant experience. Are UK council websites doing their part to make this process as smooth as possible?
In order to find out, Realeyes
ran a test with 54 tax-payers, asking them to pay their council tax
online on 6 different council sites. All participants were eye-tracked
to gain objective measures about the user experience during the tax
payment process. The study identified both good and poor design
elements, wide ranging performance differences between councils and ‘banner blindness’ on some navigational items.