postal services information architecture

Problem

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.

Solution

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.

Benefit

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.

ROLE

  • 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