Redesigning the Government Web Experience

City of Gresham

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City of Gresham, Oregon

Client

Industry

Government

Platform

Ektron

The City of Gresham, located in Multnomah County, directly east of Portland, was founded in 1905 and includes an estimated of 111,000 residents. The City of Gresham sought a redesigned government web experience that took both user and stakeholder needs into account. To improve the user experience and redesign their current website, SiteCrafting and GearLab worked together to conduct a user needs assessment, documenting design requirements, and specifications.

Task

Align user and stakeholder needs, reduce citizen call volume by increasing findability of information, and provide data-driven design requirements for a website redesign.
Solution

Follow a user-centered design process to understand the city’s staff and citizen needs to co-create an improved web experience.
Result

An enhanced user experience and increased site functionality, along with an improved information architecture and a mobile-friendly, responsive design.

User Experience

GearLab, our user experience team, utilized various user research methods throughout the entire redesign process to identify user needs and create a usable site for Gresham citizens. Methods included top-task analysis, on-site research, tree testing, usability testing, and wireframing. After website development, a final summative usability test was conducted as a comparison to the initial baseline. Through iterations of tree testing, we saw an improvement of 25.49% for users locating information on the top 8 tasks identified.

Intranet Improvement

After the completion of this project, GearLab conducted a user needs assessment for the City of Gresham’s intranet. Our team leveraged findings from the aforementioned study as well as a similar research methodology, resulting in design requirements for an enhanced intranet experience.

Awards

At the National Association of Government Web Professionals 2017 conference, the City of Gresham website received the NAGW 2017 Pinnacle Award and the NAGW 2017 Members’ Choice Award.