Local Government

City of Port Phillip

USER TESTING - EXISTING WEBSITE / DESIGN PROTOTYPE / STAGING
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Stage One

Existing website testing

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Stage Two

Design Testing

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Stage Three

Staging Testing

About the Company

The City of Port Phillip is the local government authority for a vibrant area in Melbourne, located along the northern shores of Port Phillip Bay.

Objectives

  • Review Website Usability:
    Provide a detailed evaluation of how users interact with the City of Port Phillip’s website and how effectively they can access content.
  • Understand User Pain Points:
    Explore common issues experienced by both the public and council staff when navigating the site.
  • Recommend Targeted Improvements:
    Identify realistic, incremental changes that can be made to enhance the user experience without requiring a complete overhaul.

Results

  • The client gained clear insights into how the website impacts users across diverse groups.
  • This understanding has guided ongoing improvements to the site.
  • It has helped prioritise where to focus effort for the greatest benefit.
  • Improvements continue to be made based on user feedback and strategic goals.

Discovery & Research

  • Collaborative Planning: Worked closely with City of Port Phillip staff to understand their goals, challenges, and priorities.
  • Tailored Methodology: Identified and selected a mix of research methods best suited to meet the organisation’s specific needs.
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Discovery & Research

  • Collaborative Planning: Worked closely with City of Port Phillip staff to understand their goals, challenges, and priorities.
  • Tailored Methodology: Identified and selected a mix of research methods best suited to meet the organisation’s specific needs.
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Testing and Analysis

  • Expert Review: Conducted a professional usability audit of the existing website to identify key issues and opportunities for improvement.
  • User Experience Sessions: Ran both moderated and unmoderated UX testing sessions to capture a range of user behaviours and feedback.
  • Card-Sorting Exercise: Delivered an online card-sorting activity to inform improvements to the website’s menu structure and information architecture.
  • Design Surveys: Deployed customised surveys to gather additional insights and quantitative data from users.
  • Diverse Participant Mix: Included local business owners, general residents, and frontline City of Port Phillip staff in the moderated sessions to ensure varied perspectives.
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Findings

The research confirmed that the City of Port Phillip website is broadly usable but presents several areas for improvement. While the site meets basic user expectations, especially for those determined to complete a task, cumulative usability issues affect the overall experience. These issues were found to be particularly challenging for new or less confident users. A full redesign was not deemed necessary; however, progressive, targeted improvements are strongly recommended. In total, we made 16 high-priority recommendations aimed at improving the experience for residents, along with 7 additional suggestions specifically for business users.

  • The website is usable for determined users but creates friction during exploration and content discovery.
  • Accumulated UX issues impact the overall user journey and satisfaction.
  • Younger and task-driven users are more likely to encounter frustration.
  • The mobile experience has specific usability weaknesses.
  • Search functionality is inconsistent and often fails to build user confidence.
  • The main menu demands more cognitive effort than ideal due to its structure and design.
  • Staff and residents struggle with findability, limiting effective self-service.
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