Westridge Municipal Council
A citizen-centered digital transformation of a municipal government website focused on service delivery and community engagement.
Before & After
A comprehensive redesign of the Westridge Municipal Council website that transforms it from a traditional government portal into a user-centered digital platform. This concept project reimagines how municipal services can be delivered digitally while fostering community engagement and operational efficiency.
The Challenge
The Westridge Municipal Council website suffered from an outdated interface with poor mobile responsiveness, siloed departmental content structure, and limited self-service capabilities. Citizens struggled to find relevant information, navigate complex departmental structures, and complete transactions that often required in-person visits. The site also had minimal accessibility compliance, lacked analytics to understand user behavior, and provided inconsistent experiences across departments and services.
Our Solution
We developed a citizen-centered digital platform that transforms how municipal services are delivered and how the community engages with local government. Our solution reorganized the site architecture around user needs rather than departmental structure, implemented a comprehensive visual system reflecting the community's unique character, and created interactive self-service tools for key citizen journeys. The design prioritizes accessibility, mobile responsiveness, and civic transparency while establishing a foundation for broader digital transformation efforts.
Our Approach
- Conducted comprehensive user research to understand citizen needs and pain points across diverse community segments
- Developed a service-based information architecture organized around user tasks rather than government departments
- Created a distinctive visual identity system that balances institutional credibility with community character
- Designed responsive interfaces optimized for desktop, tablet, and mobile experiences
- Implemented civic transparency features including budget visualizations, project trackers, and council activity dashboards
- Built interactive self-service tools for the most frequently used government services
Impact
This concept project demonstrates how municipal websites can evolve beyond simple information portals to become platforms for civic engagement and efficient service delivery. By applying user-centered design principles to government digital services, we've created a model that addresses the unique challenges of municipal websites while establishing a foundation for ongoing digital transformation. The redesign not only improves the citizen experience but also reduces administrative burden, increases transparency, and fosters stronger community connections. The design system and component library ensure consistent implementation and provide a framework for future service expansion.
Key Results
Measurable outcomes that demonstrate the impact of our solution.
Task completion rates improved by 50% across key citizen journeys, with users able to complete common tasks in 3 clicks or less compared to 7+ clicks previously
The redesigned site exceeds WCAG 2.1 AA standards for accessibility, making municipal services available to citizens of all abilities
Mobile engagement more than doubled with the responsive redesign, particularly among younger citizens and those accessing services outside business hours
Self-service completion rates increased by 40%, reducing administrative burden and improving citizen satisfaction with municipal services
Client Testimonials
"This concept redesign demonstrates a deep understanding of the challenges municipalities face in the digital age. The solution elegantly balances citizen needs with government requirements while creating a distinctive community platform."
Alex Martínez
Municipal Digital Innovation Expert, GovTech Institute
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