The City of Whittlesea wanted to redesign their website to simplify customer information and online processes on any device, anywhere, anytime.

The end result was an innovative self-service channel that streamlines the customer experience and reduces demand for increased customer service resources.

Parisfirst and Webplace consulted with internal stakeholders and users to develop a consistent and responsive design for multiple breakpoints. While undergoing usability testing, this design achieved a task success rate of 85.9% (SUS score). On the System Usability Scale, this translates to an impressive “A” grade, indicating that the website as tested would score in the top 10% of websites overall.

In order to achieve this outstanding result, crucial steps were undertaken, such as:

  • Development of a new IA and navigation that clearly steps users through tasks, enabling online self-service
  • Development of a range of templates (wireframes) and style elements to support Council’s information architecture and functionality requirements
  • Conduct usability testing on approved concept design (at multiple breakpoints) at two stages of the project. This testing validates design with real customers and ensures user-centred design outcomes
  • Provide a comprehensive Pattern Library and Build Kit (in an editable format) that detailed the new website dos and don’ts for application
  • Follow web design conventions and usability principles such as the 10 usability heuristics, to ensure an optimal user experience
  • Adhere to Web Content Accessibility Guidelines (WCAG) 2.0 to level AA and provide a report on WCAG 2.0 level AA accessibility compliance
  • Provide design files in preferred file formats (JPEG, EPS, AI, HTML, CSS and Javascript) and in a sufficient manner that enables Council to alter the design in-house in the future as Council’s needs change.