Portfolio

Client: Access Canberra
Role: Service Designer / UX

Client challenge

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

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

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

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

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

Conducted two rounds of online card sorting and tree jack testing 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.