Using the site’s audit analytics and data from existing clients, Portable decided to change the user journey. By using data, interviews and journey mapping, Portable staff began to draw insights about the way users wanted information.
Portable started by looking at the content through different User Personas and using techniques drawn from information architecture to structure it. Our work focused on a series of design directions for a warm and humanising experience, making sure to avoid including images that could be considered triggering.
The next challenge was to align what the staff wanted to convey, with the content present on the website. We made sure to speak to staff who interacted with clients and users, analysed the data and based on those insights, we began to frame the taxonomy that would aid the user journey.
Once the design, the structure and content was determined, we took our work and tested it with users. This process needed to put our research to the test. Our user cohort included the people who were going to be utilising this information within courts, whether it be clients, families, victims or court users themselves. On a broad scale, we chose to survey citizens in Victoria on the information they wanted to know, when learning about the Office’s work.