Faced with a design mandate, this government organization needed to do research before designing the solution to ensure the solution was appropriate for its audiences. We helped this organization go through interviews, analysis, journey mapping, and information architecture work.
Working with a small team, this project was two distinct sections: user research and information architecture. The user research portion of this project was intense and varied. At the same time, it covered a sensitive subject matter where we needed to be empathetic to the interviewee. From the results, we created journey maps for how citizens interacted different organizations tied to this service.
The journey maps informed recommendations made to the government.
Additionally, they informed the new information architecture for a website to ensure content gaps were filled and the structure and page titles were user-centred. A simple diagram illustrated how categories (taxonomy) would be used to help connect users to topics to service providers.