
The City of Edinburgh Council
Supporting the people of Edinburgh with digital services
The Challenge
City of Edinburgh Council's digital service offering had to be designed around users getting to the information and transactions they needed quickly and easily.
They had to be equally user friendly to users on mobile devices as on desktop.
We conducted user experience research and built front-end templates for new digital services.
The Objectives
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Put user needs first
Design informational and transactional services that meet user needs. No more, no less. -
Bring transactional services online
Offer paper-based council services as effortless online transactions -
Integrate with other systems
Realise a seamless user experience by integrating the site with other systems and datasets

The Insight
In the footsteps of the Government Digital Service and their work on GOV.UK, residents and business expect to primarily interact with their council online — in a simple, intuitive way.
The council website had to support easy-to-use informational and transactional services through clear content, simple design and reliable transactional functionality.




The Process
User experience
Build high-fidelity responsive templates with a new user experience. Build 5 transactions. Integrate with third party systems and datasets.
Front-end templates
Build high-fidelity responsive templates with a new user experience. Build 5 transactions. Integrate with third party systems and datasets.
Content production
Generate clear, consistent content for transactional and informational services. Rewrite content for 50-60 task-based content items over 5 service areas.
GEL
Develop a global experience language for council digital services including design, technical and content standards.
Key Features
Develop top use cases for Alpha and run user testing. User interface design for Beta, including design integration with responsive HTML and CSS.
User-friendly, stripped back design for front-end templates.
We identified and prioritised hundreds of user needs, then worked with a copywriter to design content types and write the content in full.
Clear, consistent content is paramount to helping users get things done.
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Get in Touch
If you're looking to support citizens with easier access to information and digital services, get in touch and we can discuss your requirements.