User experience

User research, stakeholder management, content publishing

Brief

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.

Action

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.

Result

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.