Portfolio

Client: ACT Health

Role: Service Designer

The client faced a rising volume of support requests for tasks that users should ideally be able to complete independently through the website. They engaged us to conduct research aimed at improving the website’s structure and organisation to enhance findability and enable better self-service.

Approach

Discovery Interviews:

Conducted semi-structured interviews with a range of audience types to gather insights into user needs and pain points.

Artefact Creation:

Developed various artefacts, including eight personas, customer journeys, and user matrices, to visualise and understand user behaviour and requirements.

Stakeholder Workshops:

Facilitated workshops with stakeholders to align on business objectives and understand the internal processes influencing the website.

Content Audit and IA Restructure:

Analysed the existing content audit and reorganised the website’s information architecture (IA) to better align with user needs.

Card Sorting:

Conducted two rounds of online card sorting with target users to refine and validate the new IA, ensuring it met user expectations and improved usability.

Outcome

By addressing the website’s structure and organisation through these steps, we aimed to reduce the number of support requests for simple tasks, thereby enhancing users’ ability to self-serve and improving overall site effectiveness.