City of Unley engaged Atomix to assist the organisation in onboarding the principles of human centred design for their new website project, as well as delivering an information architecture and content strategy that reflects the needs of their users.
Multiple Human Centred Design workshops helped us to gain insights from the City of Unley team, while engaging key stakeholders in the strategy process.
Within council, there are numerous business-critical touch points and services, all with unique customer types and content requirements. In order to understand these, we engaged the expertise of Council’s dedicated staff. Over 50 people attended each workshop, with participants from executive management, CX, administration and off-site depot street maintenance teams.
User research via interview and card sort methods helped us to understand how users interpreted, grouped and labelled information. These insights informed our approach to the information architecture, navigation labels and taxonomies.
Testing helped to validate our approach and provided measurable task success rates as well as highlighted areas for improvement.
The final IA achieved an 87% task success rate, compared to <60% success rate with the old navigation. The resulting IA is a a shallow, minimised navigation structure which prioritises actionable tasks, with shortcuts to frequently-accessed areas and user-directed labelling.
We assisted with change management and created new content governance structures, ensuring the website project was delivered with the best customer-centric outcome. Multiple workshops were delivered, focused on taking a human-centred approach to delivering digital services and making it easier for customers to transact online.
The training workshop provided all stakeholders and content producers with the knowledge required to support the council in the successful delivery of online services.
Training guides and artefacts were produced to assist teams with content decision-making and provide long-term frameworks for implementation in future projects:
Artefact: Information design guide
Artefact: Content governance decision-making framework
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