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Cumbria Council

Cumbria County Council is the local authority of Cumbria in the North West of England and serves 499,800 residents.

The Brief

We teamed up with Cumbria Council to:

  1. Conduct user research on the website prototypes to identify pain points and potential improvements
  2. Evaluate the proposed IA to support the transition to the new website
  3. Provide insight into the attitudes of residents around the Local Gov Reorganisation work 
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Our Solution

The research focused on the highways section of the website and comprised of two stages:

  1. Quantitative survey with tree testing to evaluate the newly proposed information architecture as well as termniology testing
  2. Ten in-depth usability interviews with Cumbria Council residents covering a number of user stories

The Result

An interim quantitative report with tree testing findings which were evaluated by a UX consultant and content designer.

A combined report with research inights including: design, content and UX recommendations to carry forward to the new website.

These results provided the Project Manager, Content Designer and Developers with a clear vision of the next steps.