Case Study

Designing a world class
city website

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A city of stakeholders

This formed part of the larger digitisation project for the City of Cape Town. We were tasked with redeveloping the citizen facing website. We had to gather requirements from 72 departments and directorates and develop a uniform experience for citizens to access information.

There was a lot of information to digest

The city of Cape Town, much like other cities around the world, have to make available vast amounts of information to their citizens. Many of the 72 departments were housing more than 5000 pages each. We had to come up with a Content Management framework to house this information. To add to the challenge, each department is run like its own business with overarching directorates governing multiple departments, each with their own unique requirements. Catering for this, many stakeholder were required to do extensive planning and add extra care.

We spoke to a lot of important people

To give a sense of inclusion to all the department heads we decided to host a multitude of co-design workshops. We presented the approach to large groups to start off with, and then separated them into smaller related groups. After more than 200 workshops and meetings we had gathered all the information and requirements across the city.

Everyone is a user

Accessibility is important to the city and to its citizens. After identifying the customer segments, we conducted 5 focus group sessions as well as contextual interviews to better understand the needs, online proficiency and ethnography of the people of Cape Town.

More than just Information Architecture

Throughout the project, relationships were formed with high level stakeholders from the City. We spent 6 months understanding and organising the information with input from these stakeholders. This resulted in an IA that was scalable, easy to digest and satisfied the needs of both the citizens and stakeholders.

We had to do a lot of testing

Guerrilla testing was conducted each week with formal usability testing done at each milestone. Validating the IA was first on the list, followed by navigation, language use and accessibility.

R.I.T.E (Rapid iterative testing & evaluation)

We needed to understand behaviour, desirability, pricing, language use and uptake. Various fidelity prototypes, experiments and tests were executed. We designed experiences, had conversations, shadowed customers and tested prototypes to try understand how users might interact with the app contextually.

Agile delivery at scale

UX continued throughout the development process with user validation and QA running in parallel sprints. We developed a process flow to help streamline the flow of information and deliverables between dev, design and content teams.

Have a look and see what it is today

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