User experience

User research, stakeholder management, content publishing


The City of Whitehorse underwent the first update to their CMS and all content on their website in 2019. I was tasked with transforming complex civil engineering information into something local residents can understand when planning a building project.


The original content was written from the Council’s perspective and ignored the reasons why a resident might want to alter the drive way or footpath in front of their property.

After many meetings with stakeholders from the Engineering department, I helped them to understand the user needs and we came to an agreement about what legal language could be changed and what had to remain.


The new content now uses:

  • clear descriptions of what the legal terms are
  • an outline of the process residents need to go through to make major changes to public areas
  • a helpful and expert tone of voice to reassure first time users.