In addition to reviewing analytics and provided data, our user experience team conducted goal setting, tree testing, and card sorting activities, which informed wireframes, prototypes, and an improved information architecture. We met with stakeholders across the organization to set their website goals and write website requirements via user stories. One key update that resulted from research is a new customer service area that acts as a hub for customers to quickly find answers to a variety of topics.
New Information Architecture
Prior to the redesign, each of TPU’s services were housed in three sections of the main website: Power, Water, and Rail. This resulted in a lot of duplicate content. In addition, our research showed that users searched for topics, rather than by department. We reorganized their navigation to make it easier for users to find resources by topics.