Case Study: Local Authority Content Design User Research

The goal of determining the most appropriate content for users’ needs through research and planning, forms the basis of content design. To this end, I conducted user research for one of the larger London local authorities, to improve their online information services.

Three days of workshops established the local citizens’ high-level content requirements for their LA website.

LA Content Design

Interesting findings included discovering that some commonly used terminology was actually devoid of meaning and misleading for end users. A notable case of this was the use of ‘My account’: end users were unsure if this terminology referred to their personal bank account or something else entirely. It meant nothing to them that it in fact referred to their online account with the LA council.

Successful UI requires intelligible and intuitive vernacular, tested to ensure it successfully steers end users through an online task.