Case Study: University of Exeter achieves an accessible, user-friendly ePDR for 4,000 staff with Civica

University of Exeter prioritises usability of a new HR system

The University of Exeter needed to move from paper-based appraisals to an electronic performance development review (ePDR) system that would be easy and accessible for around 4,000 academic and professional services staff. Midway through development the university engaged Civica’s Customer Experience (CX) team to provide independent usability testing and an accessibility assessment of the customised ePDR solution.

Civica ran hands-on “think aloud” usability sessions across departments, combined findings with human factors expertise, and delivered a prioritized report that identified 64 issues and practical fixes (including a clickable flowchart). The university and its supplier applied Civica’s recommendations, achieving WCAG 2.0 AA compliance, full rollout to 4,000 staff, and wider benefits such as improved internal testing processes and mandatory accessibility standards.

University of Exeter

Lizzy Sones

Senior HR Advisor