6. 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
7. 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
9. 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
10. What we have
THE PROCESS: RESEARCH
Customer Surveys
Pain Points
Website Analytics
Popular Content
Customer Calls
Nature of Enquiries
11. 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
13. 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
14. Content Audit
THE PROCESS: RESEARCH
No Clear Structure
Content Maze
Alphabetised Navigation
Guessing Game
External Google Search
Lack of Context
16. Information Architecture
THE PROCESS: TAXONOMIES & HIERARCHY
Content
“I Want Information & Services”
Citizens
“I Work in This Department”
Content Editors
17. Content Tags
“I Want Information & Services”
Citizens
“I Work in This Department”
Content Editors
Information Architecture
THE PROCESS: TAXONOMIES & HIERARCHY
18. Onboard & Train Content Editors across All Departments
Streamlined Process
Information Architecture
THE PROCESS: TAXONOMIES & HIERARCHY
20. Service Listings
Generic Content Pages
Micro-sites: Parks, Arts
News
FAQs
Documents
Events
EMERGING THEMES &
CONTENT TYPES
Information Architecture
THE PROCESS: TAXONOMIES & HIERARCHY
26. Design Challenges
THE PROCESS: SKETCH, WIREFRAME, DESIGN
1. Deep Navigation
2. Powerful Search
3. Contextual Indicators
4. Distributed Content
27. 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
30. 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
36. 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
37. – 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.”
38. Thank you.
Get in touch
daniel.alb@monsoonconsulting.com
@danielalbro