Fundamental to the City of Boroondara’s strategic vision for a ‘customer-first’ approach to service delivery is the transformation of the City of Boroondara customer online experience into ‘one that places the customer at the centre and delivers a more seamless, convenient and empowering experience for all users’ (CEIS).
Parisfirst proposed a digital navigation model based on this ‘customer-first’ philosophy, to move away from an unresponsive, content-heavy and internal organisation-based website to an innovative digital customer-centric service platform.
This new platform can be accessed on any device (mobile, desktop, tablet), meet the needs of all customers, and streamline and simplify online customer information and processes.
We conducted a succinct analysis of the current web environment, gathered and assessed key analytics data, designed and conducted an online survey and user testing and a comparative best practice benchmarking analysis of websites with similar service and customer profiles.
We conducted stakeholder research and co-design focus groups with customers to develop a new task-based IA and mobile first responsive wireframes with a:
As well as defined key functionality in particular:
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© 2017 Parisfirst Partners