Problem

Through continuous feedback from our customers, several deficiencies have been identified on the Digital NSW website. Users struggle to find information, face unclear process guidance, lack structured pathways, and encounter complex content. Meanwhile, stakeholders desire a more equitable piece of the pie.

I've had the opportunity to lead the design activities, transforming these challenges into opportunities. The goal is to create a more user-centric entry point that simplifies access to information while improving the overall experience of accessing NSW government digital products and services.

This project specifically focuses on the homepage of the website, as well as touching on navigation elements such as the global search and main navigation.

Process

To better understand the pain points of frequent website visitors, I conducted stakeholder interviews, collected submissions from the feedback assist widget and gathered data from google analytics. I gathered all the information and synthesized several root problems and potential solutions through affinity mapping and user journeys.

Key decisions centered around:

• Evaluating how easily users find information they are looking for.
• Identify the competing priorities of the seven agencies within Digital NSW and display them equally while meeting the needs of its customers.
• Stay within the capacity of the CMS - even though some components may not be available due to third party liability around funding, a similar result can be achieved with what is available.