What do residents want from a council website?

We asked Southwark residents what their ideal council website would be, if anything was possible...

Southwark Council wanted to radically overhaul their website to make it a place residents enjoyed visiting – and turn it into the first point of contact for people when interacting with the council.

In order to optimize online customer service delivery, the council needed to know how and why people want to make contact with the council. They needed to find a look and feel that represented a vibrant, diverse borough – and a navigation system that got customers quickly to the information or service they needed.

Resonant partnered with market research company Synovate to deliver a unique approach to website usability research. Whilst exploring people’s experiences with the site using eye tracking technology, we also looked at the residents lives in detail to get a more complete view of their needs, aspirations and barriers to transacting online.

View Southwark Council's new website

24.03.10