As part of the City of Boroondara’s strategic vision for a customer-first approach to service delivery, we designed a user-centric and innovative digital navigation model for a seamless, convenient and empowering online experience for all users.
The local council’s current site was content-heavy; information was often difficult to understand, out of date, duplicated across multiple websites, and frequently hidden in the deep and unintuitive information architecture. Fragmented processes made it difficult to complete key tasks online.
Our digital navigation model was designed to be responsive, meet the needs of all users, and streamline and simplify online information and processes.
We started with a comprehensive analysis of the current web environment and analytics data, including an expert review and best practice benchmarking.
To identify and understand user and business needs, we conducted extensive user research, including an online true intent study and survey and workshops with key stakeholders. Using a true co-design approach, we consulted with real users in focus groups and interviews to identify and find solutions to common pain points and perfect the model design.
A comprehensive site audit of around 4,500 web pages measured quantitative data, assessed the quality of sample content, identified gaps and recommended actions for existing content.
Using this research, we devised a consolidated, single site structure with an information architecture based on priority customer-centric topics. We also developed responsive wireframes featuring multiple navigation options and promoting high-use tasks, information and services, together with detailed functional specifications. Online and moderated usability testing validated the information architecture and wireframes.
The model also included:
- localised information and services (‘Near me’)
- an emphasis on succinct, purposeful and task-based content
- a personalised self-service online customer account
- extended online services.
To support the design, content development and build phases for the new site, we developed:
- a content development and migration plan
- SEO and metadata strategy
- content governance framework.
Our next step was to develop the content for the new site.
Visit the City of Boroondara site.
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