#1 Declutter the homepage, reserving the most valuable space for content and CTAs that serve the key user journeys
There were a number of key tasks users wanted to complete and these had to be immediately prominent as clear call-to-actions on the homepage. These were:
Reporting/tracking a repair
Finding a home
#2 Restructure and rename the items in the menu so that they're driven by user needs
It's clear that the structure of the site and the naming conventions for certain menu items had to be tweaked. These were driven by the IA recommendations found above.
#3 Get users to information in fewer clicks
Many of the user journeys required multiple clicks to get to information or to complete a task. We wanted to ensure that the key user journeys (as above) could be completed in one click from the homepage, where possible.
#4 Provide a smarter search functionality
Providing users with a greatly enhanced search functionality that gets them to tasks or information quicker and more efficiently.
This would include concierge functionality that provides contextually relevant results in relation to a search term. For example, a user could search for 'how to pay rent online'. Search results would include a page on how to pay rent online and may also include a page on how to clear rent arrears or how to set up a direct debit. The idea was to get users to content that they didn't necessarily know they wanted.
#5 Rethink the 'Contact us' page so that it contains self-help information, videos, tutorials
A large number of users could be dissuaded from calling or emailing the contact centre if provided with better self-help content.
#6 Provide a new and improved portal
There was clear demand for this product and the current solution wasn't fulfilling resident needs. This would need seamless integration with the website.