Customer Centric Strategy
User Experience
The client
The Federal Public Service (FPS) Mobility and Transport are responsible for overseeing various aspects of transportation and mobility at the federal level in Belgium. Its website features information on the most varied topics with regards to mobility and transportation. Departments feature responsibilities on aviation, roads, maritime, railways and sustainable mobility. The organisation is a part of the Belgian federal administration and operates under the Ministry of Mobility.
The goal
What we did
User validation
Interviews and card-sorting
Information Architecture
Structuring complex and varied content
UX design
Wireframes and accessibility
Our approach
Using the user-centered design methodology, we worked closely with both internal domain experts and varied groups of users from the very start of the project. Through interviews, card-sorting sessions and structure tests, we were able to structure the large amount of content and topics that are bundled on the FPS Mobility and Transport website in a way that matched the expectations of the different users.
The results
Users often are not aware what FPS Mobility and Transport department is responsible for offering certain information. Even if they are, users experienced difficulties to actually find the correct information they are looking for. Therefore, a guided and contextual contact flow was designed. Answers on all kinds of questions were provided via roadmaps, independent of political & internal responsibilities. That way, clarity was created about the departments’ responsibilities and users were correctly referred to the right source of information.
Visitors always expect to find up-to-date & correct content. A government website should be a single source of truth. During this project, the right balance was sought between language that was legally correct and also understandable to all different Belgian citizens.
The audience of the FPS Mobility and Transport website is very diverse. That is why a clear distinction was made on the content pages between basic information, accessible and understandable for any user, and more specialized information intended for professional profiles.
From a business to user-centered information architecture
Clear and layered navigation
New designs for the website
