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Content is king - Designing a Citizen-Centred Local Government Website

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A Case Study on Designing & Building a Citizen-Centred Local Government Website for Dún Laoghaire-Rathdown County Council, delivered at UX Ireland.

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Content is king - Designing a Citizen-Centred Local Government Website

  1. 1. Content is King the DNA of designing a citizen-centred local authority website for dlr County Council
  2. 2. Daniel Alb Design Lead @ Monsoon Consulting daniel.alb@monsoonconsulting.com @danielalbro
  3. 3. What to expect? Layers A-HA! Moments OH CRAP! Problem Solving Occasional Bragging
  4. 4. What I’ll cover… 1. Background 2. Project Goals 3. Context 4. Design Process 5. Design Principles 6. Challenges 7. Quick Recap
  5. 5. Background Total Population: 207k Educated & Tech Savvy Website Stats 102k 78.8% 30k Professional or Managerial & Technical Broadband Connectivity National average: 63.8% Unique Website Visitors per month
  6. 6. Project Goals 1. Citizen-Centred public service platform 2. Modern website accessible across multiple devices 3. Highly Visual / Showcase the location 4. Easily Managed 5. Drive Efficiency / Decrease number of calls Focus on Citizens Focused on Organisation
  7. 7. Context New dlrcoco Website Existing dlr Libraries Website Existing dlr Events Website Search Events News
  8. 8. The Process 1. User Research - Understand the Users 2. Organisational Research - Understand the Organisation 3. Content Audit - Understand Content Types & Structure 4. Information Architecture - Taxonomies & Hierarchy 5. Sketch & Wireframe - Figure out solutions 6. Test - Make sure it works 7. Build - Rapid Development 8. Design - Define Styles & Interactions 9. Theme - Get it ready 10.Train - Onboard & Train Content Editors
  9. 9. What we have THE PROCESS: RESEARCH Customer Surveys Pain Points Website Analytics Popular Content Customer Calls Nature of Enquiries
  10. 10. Website Audiences THE PROCESS: RESEARCH Proto-Persona 1. High Level understanding of Audiences 2. Start Designing for User Needs 3. Perfect for Agile Projects 4. Validate Later in the Process 5. Based on Secondary Research
  11. 11. Stakeholders Interviews THE PROCESS: RESEARCH Interview Staff Across All dlr Internal Departments WHO? Senior Staff + People that Talk to People WHY? 1. Understand the Structure of the Organisation 2. Understand the Services they Offer 3. Understand Department Public Content 4. Onboard Staff to become Content Editors 5. Validate User Needs & Pain Points
  12. 12. Content Audit THE PROCESS: RESEARCH No Clear Structure Content Maze Alphabetised Navigation Guessing Game External Google Search Lack of Context
  13. 13. Content Audit THE PROCESS: RESEARCH Content Publishing Dependent on the IT Department Bottleneck
  14. 14. Information Architecture THE PROCESS: TAXONOMIES & HIERARCHY Content “I Want Information & Services” Citizens “I Work in This Department” Content Editors
  15. 15. Content Tags “I Want Information & Services” Citizens “I Work in This Department” Content Editors Information Architecture THE PROCESS: TAXONOMIES & HIERARCHY
  16. 16. Onboard & Train Content Editors across All Departments Streamlined Process Information Architecture THE PROCESS: TAXONOMIES & HIERARCHY
  17. 17. Service Listings Generic Content Pages Micro-sites: Parks, Arts News FAQs Documents Events EMERGING THEMES & CONTENT TYPES Information Architecture THE PROCESS: TAXONOMIES & HIERARCHY
  18. 18. Solution Planning THE PROCESS: SKETCH & WIREFRAME
  19. 19. Design Principles Mobile Mindset Facts over Assumptions Tunneling Distributed Content Define. Design. Test. Repeat.
  20. 20. Design Process THE PROCESS: SKETCH, WIREFRAME, DESIGN Rough & Disposable Sketches Pen & Paper Prototype & Test Greyboxing UI & Style Guide Pixel Pushing
  21. 21. Solution Design THE PROCESS: SKETCH, WIREFRAME, DESIGN V.1 V.2 V.5 V.7
  22. 22. Solution Design THE PROCESS: SKETCH, WIREFRAME, DESIGN V.21
  23. 23. Design Challenges THE PROCESS: SKETCH, WIREFRAME, DESIGN 1. Deep Navigation 2. Powerful Search 3. Contextual Indicators 4. Distributed Content
  24. 24. The Burger Menu DESIGN CHALLENGES: NAVIGATION The Burger Menu WHY THE BURGER MENU? 1. People Recognise the Pattern 2. Unified Experience Across Devices 3. Department Agnostic 4. Focus Users on Content 5. Exploration Mindset 6. Cleaner Interface 7. No Inherited Navigation behaviour
  25. 25. The Burger Menu DESIGN CHALLENGES: NAVIGATION
  26. 26. The Burger Menu DESIGN CHALLENGES: NAVIGATION
  27. 27. Search DESIGN CHALLENGES: NAVIGATION Website Search SEARCH FEATURES 1. Search as the main navigation tool 2. Powerful & Predictive 3. Short Journey from Input to Result 4. Visible Action Flags CHALLENGES • Contextual Indicators • Cater for Novice & Expert Users
  28. 28. Search DESIGN CHALLENGES: NAVIGATION
  29. 29. Search DESIGN CHALLENGES: NAVIGATION Search Term Predictive Results Direct Results Links
  30. 30. Contextual Indicators DESIGN CHALLENGES: NAVIGATION Back Button Breadcrumbs Service Type
  31. 31. DESIGN CHALLENGES: INFORMATION ARCHITECTURE Distributed Content
  32. 32. Distributed Content DESIGN CHALLENGES: INFORMATION ARCHITECTURE
  33. 33. Enterprise Content QUICK RECAP: LEARNINGS 1. Onboard Stakeholders Early 2. Start with the Content 3. Understand the Users 4. Make it Error-proof 5. Always Iterate & Improve 6. Understand the Extent of Behaviour Change 7. Context over Content
  34. 34. – Stephen Brady, IT Director @dlrcc “Very obviously, Monsoon team provide strong aesthetic and design skills. They underpin this with thorough business analysis and stakeholder engagement, and a robust project management methodology. We’re very proud of the resulting suite of websites this engagement has produced.”
  35. 35. Thank you. Get in touch daniel.alb@monsoonconsulting.com @danielalbro

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