- Restructuring information architecture
- Identifying user needs
- Embedding a search tool
- Training new content authors
Restructuring information architecture
While working on a redevelopment of the council libraries’ website content, I created prototypes and mapped the desired user journeys for the top 10 tasks identified in earlier user research.
Having real users test the content gave me a click-by-click, page-by-page insight into how well the content would meet particular user needs.
This exercise was invaluable in affirming some hypotheses and completely debunking others, with the latter resulting in some much-needed changes to the content and the information architecture.
- Gather Content
Identifying user needs
Working in a small team, I was tasked with improving the council’s bin pages. The council offered four different bins, each with its own page. Some user needs were being addressed on numerous pages and some not at all.
I used analytics, heat maps and website feedback to identify the most common user needs for each page, then used session replays and customer request data to prioritise them. I worked with subject matter experts to validate the user needs and to create acceptance criteria for each one.
When re-writing the content, I used words that our customers used when searching our website and Google to complete the respective task.
- Google Analytics
- Google Trends
Embedding a search tool
My team collaborated with several other teams to create an address lookup tool for the ‘Find your bin day’ page on the council website. Previously, the only way to find your bin day and collection frequency was to download a PDF and find your property on a map.
We ran the project remotely, coordinating the data team, developers and subject matter experts via Slack and Trello.
I created a series of prototypes to test the tool with different instructional content around it.
Interestingly, the version that yielded the best results contained half as much text as the others. It was also the only version that had images of the different bins.
Training new content authors
In my role as a content editor, I delivered training to new content authors in the organisation.
The training workshops covered:
- the Drupal content management system
- writing for the web
- content design fundamentals
I created a quick guide that combined key elements of the CMS manual, our style guide and W3C accessibility guidelines. I also demonstrated and encouraged the use of online readability tools and accessibility checkers.
More recently, I delivered the training remotely via Zoom.
- Drupal test environment
- Google Slides
- Hemingway Editor
Find out more
Feel free to contact me to find out more about my previous work experience and how I can contribute.