Municipalities
York DPW
Improving Website UX to Improve Engagement
York DPW wanted to streamline operations and improve efficiency. By enhancing the website’s user experience and providing easy to find answers to the most commonly asked resident questions, they aimed to reduce administrative costs and improve operational efficiency. The result – a 48% increase in website sessions and 40% increase in engaged web sessions.
The Need
Responsible for the construction and maintenance of public infrastructure and facilities, York DPW wanted to make it easier for residents to find answers to commonly asked questions. In doing this, the goal was to improve efficiency by lowering costs (e.g. improving resident recycling and waste disposal practices) and reducing administrative time (e.g. fewer call-in questions).
The Solution
After conducting interviews to understand the most common resident challenges when looking for information, MAYO redesigned the website to improve both the visual and navigation experience. We redeveloped the visual identity with a new logo and implementation graphics to enhance the visitor experience. Additionally, we provided content creation and social media support to attract new visitors.
The Result
A significant increase in website usage resulted from the project with users increasing by 56% year over year. Both new users and user engagement saw increases which resulted in fewer calls inquiring about the most commonly asked questions identified.
+56%
Web Users
+49%
New Web Users
+48%
Web Sessions
+40%
Engaged Web Sessions
We needed to find a better way to get communication and information out to residents. By developing a fact-based, user-friendly website and enhancing communications on social media, we have achieved this goal.
Dean Lessard
York Department of Public Works