Waste Collection impacts every resident in the City of Surrey. It had been over 3 years since the Waste Collection section was reviewed. Working with the User Experience Team and Waste Collection team we were able to audit the section, and make positive changes for our users.
Research
Tactics
- Content Inventory & audit
- Competitive Research
- Stats Analysis
- Workshops: ROT & User Journey
- User Testing
- Customer Research: staff interviews, service request/form/social media feedback review
Findings
- Top user questions were hard to find the answer to or did not have the answer on the website.
- There was a lot of old and outdated content. Content was created without a strategy for lifecycle.
- Apps were used and advertised inconsistently.
- Landing page could be used more strategically.
Results
- 16 task focused pages remained and deleted 27 unneeded pages saving users time from searching and editors time from updating
- Created a new page to address a big question that came up in customer research: how to report a missed collection
- Reviewed all applications and clarified how each application is used on the website
- Content strategy created which outlined how to maintain the content and opportunities to work with the social media team to promote the content
Natalie Pope 