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The redesign turned a frustrating portal into an accessible, citizen-first digital experience.
The challenge
A government agency’s public-facing portal was outdated, confusing, and inaccessible. Citizens struggled to find information, leading to increased call centre demand. Accessibility compliance was a major issue.
Approach
The project began with stakeholder workshops and user interviews. Low-fidelity wireframes evolved into prototypes that were tested with diverse audiences, including those with accessibility needs.
Solution
BrandBridge led a UX redesign, conducting user research, accessibility audits, and prototyping inclusive designs. We created a new information architecture, modern UI, and compliance with WCAG 2.1 accessibility standards.
Results
- Reduced call centre demand by 30%.
- Improved accessibility scores to meet government standards.
- Increased citizen satisfaction ratings significantly.
