A large government organisation engaged Tactics to improve the content and usability of its information-rich website. It was clear from the high number of people calling the organisation’s contact centre that the website wasn’t doing its job.
The main issues with the website were that:
- there were too many sections on the home page
- processes relating to each other were separated
- links to online guides and forms were unclear
- content was unstructured and overwhelming, and
- users found it difficult to navigate and find the information they needed.
The aim of the project was to:
- improve user experience through clarity
- ensure all online features were easily accessible
- simplify processes by separating out non-essential information, and
- ensure the website catered to all users’ needs.
Tactics divided the project into four phases, which included two testing phases to ensure optimal usability. The phases were:
- analysis and design of information architecture
- card sort testing
- content rewrite, and
- content testing.
The purpose of the card sort testing was to validate and refine the website information architecture that Tactics had developed in the analysis and design phase. Once the architecture was finalised, the content rewrite began. The content testing included all facets of usability of the new website and acted as the final QA check for the project.
The testing proved that the revised sections of the website were now clear and easily usable. Users were able to navigate through the site easily and complete tasks such as locating forms or finding the information they needed.