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This government digital experience consisted of three different websites, each with its own branding and information architecture. Users struggled to find critical information across all three sites. From an administration perspective, the platform was approaching end of life, had a limited number of staff who could work on it and had unclear processes.
User research
Content strategy
UX design
Project leadership
Stakeholder management
Tangible impact across resident experience, administrative efficiency, and organizational alignment.
Experience Impact
Streamlined the navigation and content organization, improving resident satisfaction and ease of finding information
Operational Gain
Implemented a clear process for content creation, reducing admin workload
Stakeholder Alignment
Aligned 20+ stakeholders on new information architecture and wireframes
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This government digital experience consisted of three different website, each with their branding and information architecture. Users struggled to find critical information across all three sites and they were out of date and were built on end of life platforms.
Content audit and evaluation for 3 government sites
Interviewed key stakeholders and residents across demographics
Re-imagined the information architecture with a focus on key resident tasks
Revised the internal process for creating or updating content
Drafted Page Description Diagrams (PDD) and content maps to guide design
Conducted usability testing with users across demographic groups, with a 90% success rate