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Department of Home Affairs

A redevelopment of one of the largest government websites

CHALLENGE

Every year, thousands of people use homeaffairs.gov.au to apply for visas, navigate through the customs service and complete other critical tasks. With over 8,500 pages of information on the site, the user experience was poor, the call centre burdened with enquiries and users unable to complete applications and other processes. Home Affairs needed to completely rethink the nature of their digital services to deliver a better customer experience.

SOLUTION

We transformed the entire Home Affairs website ecosystem across design, content and technical streams. Using agile and lean principles, we led each stream through the Digital Transformation Agency’s service design and delivery process. We refined and tested the information architecture to find the best foundation for placement. We deployed a team within Home Affairs to set the direction of content development and establish a governance framework for the entire departmental website ecosystem.

OUTCOME

The user experience was significantly improved through testing and refining the information architecture. Through this process we eliminated over 6,000 pages which resulted in a 400% improvement in navigation.

IMPACT

  • Improved user experience
  • Streamlined information architecture
  • 400% improvement on navigation

CASE STUDIES

Learn about what we’ve accomplished for our clients

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