The City of Edinburgh Council

Supporting the people of Edinburgh with digital services

The Challenge

Design user-friendly council services.

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

  • 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

Make it easy for users to interact with their council.

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

User Experience

Develop top use cases for Alpha and run user testing. User interface design for Beta, including design integration with responsive HTML and CSS.

 

Design and Development

 User-friendly, stripped back design for front-end templates.

Content Services

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.

The City Of Edinburgh Council

If you're looking to support citizens with easier access to information and digital services, get in touch and we can discuss your requirements.