1.What do you most often come to the BCMUD website to do?

Pay my water bill

Start, stop, or transfer service

Report an issue (leak, outage, water quality)

Look up rates, policies, or meeting info?

Submit a form or application

Find contact info or office hours

Other (please specify)

2.When you open the BCMUD website, how easy is it to figure out where to go?

I know exactly where to click.

I can figure it out after a bit of looking around.

It takes me a while to find what I need.

I usually end up clicking the wrong thing first.

I give up and call the District instead.

3.Is the website organized in a manner in which you would naturally look for things?

Yes, things are where I would expect them to be

Mostly, with a few surprises

Some things are easy to find, others are not

I usually have to hunt around

Nothing is where I would think to look

4.How would you prefer to find things on the site?

By what I'm trying to do (bill pay, report a leak, start a service, etc.)

By department (Water, Billing, Administration)

A mix of both

A really good search bar so I can skip the menus

No strong preference

Other (please specify)

5.What bothers you most about getting around website?

Too many menu items to sort through

Menu labels that don't tell me what's actually inside

Having to click through several pages to get one answer

Important things are buried or hidden

Navigation works fine for me

Other (please specify)

6.When you can't find what you're looking for, what do you usually do?

Use the search bar

Keep clicking through the menus

Open a bunch of pages and scan through them

Give up and call or email BCMUD

7.What trips you up when you're trying to pay a bill?

Instructions aren't clear

Too many steps or screens

It errors or glitches out

It sends me to a different website and I lose my place

I usually get through it without issues

8.When you click a link or a button, do you know what's about to happen?

Yes, every time

Usually, but sometimes I'm surprised

I often end up somewhere unexpected

I can't really tell where links will take me

I avoid clicking unless I'm sure

9.The site sometimes sends you to a different system (for example, bill pay). How clear is it when that happens?

It's obvious I've left the BCMUD site

Usually clear, not always

I notice too late and get confused

It throws me off completely

I had no idea this was even happening

10.How does the site work on your phone?

It works great. I use it on my phone all the time.

it works, but I have to pinch and zoom

Things look off or misaligned

Buttons and links are too small to tap

I don't use it on my phone. Desktop only.

11.How does the website look and feel to use?

Modern and easy on the eyes

Plain, but it gets the job done

Neutral, not great or bad

Outdated and inconsistent

Cluttered and overwhelming

Other (please specify)

12.When you need to actually do something (pay, apply, submit), how easy is it to spot the right buttons?

The buttons stand out clearly

I find them after a quick look

I sometimes scroll right past them

They blend into the page

I often don't know what to click next

13.How is the site's loading speed, and how easy is the content to read?

Fast and easy to read

Mostly fine

Slow in spots

The text is dense or hard to read

Both slow and hard to read, very frustrating

14.If BCMUD could fix just ONE thing about the website, what would help you the most?

Easier navigation and better search tool

Simpler forms with fewer steps

A better experience on mobile

A cleaner, more organized layout

Faster loading

Content written in more plain English

Other (please specify)

15.Which parts of the site need the most work? (pick all that apply)

Menu structure and navigation

Search

Forms and applications

Mobile experience

Visual design and layout

How the content is written

Links and page transitions

Overall speed

Other (please specify)

16.What would most likely make you give up before finishing what you came to do?

I can't find what I need

The process takes too long

The site is too slow

I get confused by the navigation or redirections

I'd rather just call the District or stop by in person

Other (please specify)

17.Anything else you'd like us to know about your experience with the BCMUD website?