Strategy // Digital // Capability Design

Bringing a legacy website into the 21st century

A digital audit that resulted in new designs, digital architecture, and content plans to better meet the expectations of customers, providers, and other key stakeholders.

THE OPPORTUNITY

Over the years, our client had been updating their website on an as-needed basis using a mix of various vendors and internal resources. As a result, the web experience was spread across a multitude of different domains which utilized different platforms and visual systems. This created a website experience for the customer that was very disjointed, difficult to navigate, and seemingly lacking in value.

Behind the scenes, publishing and maintaining the content across the web properties lacked a formal governance structure, which lead to much of the content being outdated, duplicated, contradictory, etc. The client was also receiving pressure from executive leadership to ensure the web properties were adhering to government-mandated accessibility standards.

The client partnered with Rêve to redesign the front-end web pages, and to develop internal processes for retiring legacy content, publishing new content, and maintaining the various web properties.

OUR APPROACH

We began by performing an audit of the current web properties which included tests for accessibility and development of visual sitemaps for comparison. We interviewed key leaders within the organization and, working with a cross-functional core team, we created a shared understanding of the current customer experience. We then developed a map of the current content publishing and maintenance processes.

Once we had alignment on the current state, we developed prototype designs for public-facing pages. Rather than designing each page itself, we utilized atomic design principles to develop a robust set of design elements that could be used in different combinations to create several different page types. We tested these designs with a wide variety of customer types to validate their ability to deliver valuable content to the user.

Lastly, we created new content publication and governance plans to guide the client as they developed the necessary internal capabilities to maintain the content across their web properties. This also included determining roles the client would need to fill in order to form a well-rounded, cross-disciplinary web experience team.

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IDEAL FUTURE SITE MAP

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COMPONENT-BASED DESIGN SYSTEM

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CONTENT GOVERNANCE + STRATEGY
Key Activities
CURRENT CONTEXT

Sitemapper
Accessibility Checker
Current State Process Map
Accessibility Matrix
Personas

FUTURE EXPERIENCE

Design Guidebook
Future Sitemap
CX Strategy
Atomic Webpage Design Elements

VALIDATION + PLANNING

Webpage Design Prototypes
Content Refresh Plan
Strategic Roadmap

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