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Redesigning information architecture


One the of the most important projects I worked on at Essex County Council was redesigning the information architecture (IA) for Adult Social Care services. 

The problem

Content about Adult Social Care was spread across 2 websites. In addition to that, the volume of content available was enormous, page titles were unclear and some content was duplicated. This made it really difficult for users to find, use and trust the content.

The goal

To provide users with a single destination to find usable and relevant content that will help them understand and access the social care services they need.

My role

I had a leading role in this piece of work with support from content designers and a product manager. 

Audit

I completed an audit of the current content and removed anything that was out of date or no longer served a purpose to the user. I also removed content that was better covered elsewhere, such as on GOV.UK or the NHS.

Research

I created a tree test, which was completed by 89 users, to identify problems with the remaining content. This was used to help shape the new IA and provide evidence that the current IA was not fit for purpose.

I also ran a card sorting exercise with internal stakeholders to help frame the problem and bring them on the journey of the project.

Design

Using all those content design best practice principles, I consolidated content and renamed pages.

Test and iterate

I carried out moderated prototype testing to understand if the new IA worked for users. I iterated based on feedback and tested again. Eventually, when the new IA went live, I used both quantitive and qualitative data to monitor usage.

The outcome

Content was consolidated and moved to the one website, which made it much easier for users to navigate - and for teams to manage! 

User research and data showed that the IA was working for users and helping them to find information quicker.