City of Boroondara solution design

Fundamental to the City of Boroondara’s strategic vision for a ‘customer-first’ approach to service delivery is the transformation of the City of Boroondara customer online experience into ‘one that places the customer at the centre and delivers a more seamless, convenient and empowering experience for all users’ (CEIS).

Parisfirst proposed a digital navigation model based on this ‘customer-first’ philosophy, to move away from an unresponsive, content-heavy and internal organisation-based website to an innovative digital customer-centric service platform.

This new platform can be accessed on any device (mobile, desktop, tablet), meet the needs of all customers, and streamline and simplify online customer information and processes.

We conducted a succinct analysis of the current web environment, gathered and assessed key analytics data, designed and conducted an online survey and user testing and a comparative best practice benchmarking analysis of websites with similar service and customer profiles.

We conducted stakeholder research and co-design focus groups with customers to develop a new task-based IA and mobile first responsive wireframes with a:

• Focus on task-based content that is minimal and purposeful
• Multiple navigation options supported by an effective search function.

As well as defined key functionality in particular:

• Integrated and contextual information from a localised perspective, e.g. ‘Near me’ – location-based services and facilities directory
• Venues booking & ticketing
• Personalised self-service online ‘My account’ with real customer benefits
• Extended online services so customers can start and finish transactions online
• We also conducted 4 rounds of usability testing of the IA and wireframes, both online and moderated testing. The results of the testing was outstanding with participants scoring the site usability extremely highly (87 for usability and 89 for learnability).
• Developed a Content Development Plan, SEO & Metadata Strategy, Content Governance Framework and are currently writing and repurposing all content for population into the new CMS.