Case Studies/Glen Eira City Council

Glen Eira City Council

See it in action

Improving service delivery through optimised information discovery and options for self-service — helping Glen Eira create a better digital customer experience.

Strategy & Research

Defining digital strategy with structured research

Our UX and strategy team began by conducting a thorough program of user research and testing to gain data-driven insights that fed into the creation of a brand new customer-facing platform for the Council - including the main ‘corporate’ website and library & leisure sub sites.

This encompassed workshop sessions with internal stakeholders, an online survey, and a series of interviews and focus groups with residents, business owners and citizens who utilise council-run services. Based on the findings of these sessions the team created a detailed journey map outlining key interactions and opportunities for improvement.

User Experience & Design

Designing customer experience with customers

We utilised card sorting and tree testing to inform a new Information Architecture and clickable UX prototype, both of which were validated through further user testing. 

Our UX team utilised atomic design principles to create a flexible library of components that could be used across the corporate, library and leisure websites. The user interface drew heavily on the findings of our early research to provide a seamless user experience.

Development & Technology

Future-proof tech framework

The platform was developed with a focus on improved service delivery through optimised information discovery and options for self service.

The new site also allows for greater efficiency and streamlined operational processes through integration with internal systems including ePathway, Intramaps (GIS), Links, Spydus, TRIM, and single sign on with MS Active Directory. 

The ultimate objective was to support the move towards a single customer view through the development of an online user portal, creating a personalised and dynamic site experience.