Tactics Tactics
  • HOME
  • ABOUT
  • SERVICES
    • System implementation support
    • Training development
    • Technical writing
    • Process mapping
    • Contract staff
  • COURSES
    • Process mapping
    • Business writing
    • Technical writing
    • Email writing
    • About Structured Writing
    • Customised training courses
    • Training course calendar
  • CASE STUDIES
  • BLOG
  • CONTACT
  • 0800 50 50 56
Tactics Tactics
  • HOME
  • ABOUT
  • SERVICES
    • System implementation support
    • Training development
    • Technical writing
    • Process mapping
    • Contract staff
  • COURSES
    • Process mapping
    • Business writing
    • Technical writing
    • Email writing
    • About Structured Writing
    • Customised training courses
    • Training course calendar
  • CASE STUDIES
  • BLOG
  • CONTACT
  • 0800 50 50 56
Tactics / Case studies / Online content design: Improving usability

Online content design: Improving usability

  • Case studies, Information architecture, Online content design

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 challenge

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’ approach

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 result

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.

 

  • Facebook
  • Twitter
  • LinkedIn
  • E-Mail

Comments are closed.

About Tactics

We create user focused information and customised training that gets results. Our friendly team of technical writers and instructional designers are experts in making the most complex information easy to understand.

Case studies (by category)

  • Business transformation
  • Courses
  • Documentation
  • Information architecture
  • News & Events
  • Online content design
  • Process mapping
  • System implementation
  • Training development
  • Visual design

Recent posts

  • Using ChatGPT? Why good writing skills help
  • Visual design to improve engagement and compliance
  • Information architecture for large programme of work
  • Creating impact with an infographic
  • Fixing email woes

Our services

  • System implementation support
  • Training development
  • Technical writing
  • Process mapping
  • Contract staff

Training courses

  • Process mapping
  • Business writing
  • Technical writing
  • Email writing
  • About Structured Writing
  • Customised training courses
  • Training course calendar

Get in touch

Suite 1, 231 Thorndon Quay, Wellington, NZ

Toll Free: 0800 50 50 56
Wellington: +64 4 913 9310

tactics@tactics.co.nz

Subscribe to our newsletter

For news, events, writing tips and special offers.

Copyright 2025 Tactics Ltd. All rights reserved. Website by Spire Digital.