Carried out research (entry survey, traffic analysis, search log analysis, reviews of data from customer-facing teams) to define the website's audience.
Created personas and key tasks.
Carried out usability testing (moderated and remote unmoderated) to identify issues with the information architecture and user experience.
Ran an exit survey to measure whether users found content findable, useful and usable.
Carried out depth interviews to explore our target audience's attitudes to the internet and identify opportunities to better meet their needs.
Ran card sorts (remote and moderated) to investigate how users categorise and label content.
Reviewed 'competitor' sites for best practice and innovative approaches to information architecture.
Facilitated a session with key members of the Digital team to ideate solutions based on the research.
