Methodology
With the redesign, we wanted to do something different. Something that hadn’t been done before. And we wanted to redo everything, not just give it a facelift.
So we looked at every aspect of georgia.gov. - content, search, information architecture, platform and design. What wasn’t working, and why wasn’t it working?
We had our ideas, but we wanted our decisions to be based on real data. So we gathered data from lots of areas:
- Website analytics;
- Site search statistics;
- georgia.gov customer satisfaction survey
- Information from the 1-800-georgia call center.
The findings:
- Citizens came to georgia.gov looking for information that affected them personally. The needed financial support for their children, copies of birth and death certificates, jobs.
- They couldn’t find what they’re looking for. The structure of the site was outdated, which caused citizens to bounce around the site, according to web analytics.
- Trying to meet everyone’s needs, we tried to link to every possible bit of information out there. The result, long lists of links that were difficult to go through.
- Bad content on other sites. Even if we got citizens to the right place, there was no guarantee that the information there was up to date and accurate.
