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Boston's New Citizen-Centered Site

DESCRIPTION

The goal of the project was to redesign the website for the city of Boston to become more modern, friendly and usable for the community. Over 7 million people yearly visited the Boston.gov site to learn about all sorts of city services: reporting a pothole, checking the assessed value of their property, paying a parking ticket, checking recycling schedules. Boston wanted to create a beautiful platform that would make the process of finding and navigating information easy and intuitive. The difficulties of using the website were mostly caused by the fact that Boston City Hall had nearly 50 different departments, each with its own microsite, navigation and content standards. IDEO designers worked with the major stakeholders—department heads, employees, and Boston residents, with a focus on those in underserved communities and those with varying levels of technical proficiency—to gather insights into what users needed. The objective was to design something that would simplify how people navigate the site, to make it easier for residents to find answers to common questions, and serve as an up-to-date, reliable resource that facilitates life in the city. Instead of organising the site by the city’s departments, the design solution was based on grouping relevant content by topics—people’s life moments—many of which overlapped through different branches of government. In the process of the site redesign, IDEO also helped to create a visual identity system that underscores Boston’s strengths: the city’s confidence, humility, personality, and optimism. Apart from the website, IDEO also produced a comprehensive style guide to help maintain design consistency, so departments of Boston City Hall can add content without compromising the overall integrity of the site.

JUSTIFICATION

This project resulted in a completely new web service for the city. The navigation though the website was significantly simplified. The residents could find answers to the frequently asked questions more easily. The new City Hall website became an up-to-date and reliable source of information that facilitates life of Boston residents.

REFERENCES

https://www.ideo.com/case-study/bostons-new-citizen-centered-site

IMAGE SOURCE

https://www.boston.gov/

TYPE OF EXAMPLE

 

GOOD

DETAILS

AUTHORS

IDEO

YEAR

2015

PREPARED FOR

CITY OF BOSTON

COUNTRY

USA

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