postal services information architecture
The client, a government agency, was unsure whether the current information architecture and content structure of their website. Online transactions were not as frequent as they hoped; and many customers were calling to have their problems resolved.
As part of a broader website redesign initiative, the information architecture and content structure was reviewed and redesigned. This was completed through a comprehensive content audit, moderated and unmoderated card sort and customer interviews.
The new information architecture now more closely aligns to customers' mental models and has led to a reduction in call centre calls and increased online transactions.
- Planning, running and analyzing moderated and unmoderated card sorts
- Designing the future state information architecture
- Content mapping between the existing website and future website
- Planning, running and analyzing customer interviews
- Conducting 'tree test' activities with customers
- Workshop preparation and facilitation