Case Studies

The key outcome of the process was an architecture that addressed issues relevant to general public users, was intuitive for target users, and which met the strategic needs of the Home Office.

A high level IA strategy document was produced that contained a number of recommendations:

• To implement a solid user-focussed architecture that addresses common user goals as identified in the user research
• To produce content that is relevant to users in their day-to-lives, and which is written in a style that users understand.
• To offer users consistent and meaningful related and contextual information.
• To improve the findability of content on the web site by supporting two methods of searching including: (1) a standard site search facility that initially only searched web pages from within the main Home Office web site; and (2) a Document Finder facility for users searching for specific documents (press releases, speeches, consultations, circulars etc.) on specific subjects.
• To develop systems for capturing and recording metadata that can keep pace with content development.
• To develop an ongoing or regular programme of analysis and development in order to optimise the current areas of the site and develop new areas.

This approach to user-centred design has been extended into all subsequent phases of the website redevelopment. In total, over 200 users have contributed to the development of the web site.

The site redevelopment has been a highly collaborative project between client and consultants, and at all stages the user has been the pivotal benchmark for decision-making.

The approach has also started to develop a broader user-focused culture throughout the organisation. By working so closely with internal stakeholders, the process of getting buy-in and sign-off to the various project stages has been enhanced and accelerated.

The Home Office have subsequently applied the same user-centred approach to the architecture and design of their stakeholder portals. The approach has also been extended to other Home Office web site projects and a user research facility has now been established within the organisation. The collaborative and inclusive nature of the process has significantly raised the profile of the web site and the Digital Communications Team within the Home Office.

By following a user-centred methodology, a greatly improved web site IA has been developed which is relevant to, and can be used by a wide range of users, whilst meeting Home Office strategic requirements. From this solid foundation, the Digital Communications Team have taken the project forward to produce a website that meets the needs of the public, and have started a process that has revolutionised the way the website is viewed within their organisation.

What They Said

Voted 'A Clear Winner' scoring 80.5 points out of 100 in the 2006 Annual Report into Key Government Websites by Porter Research and Precedent.