Essex County Council (ECC) is responsible for the running amenities and services within Essex. The driving force behind the transformation project was improving customer care whilst cutting the costs associated with traditional channels.

Evolving the user experience

Briefing, workshop and analysis processes were carried out to understand the issues and marketplace. A change in emphasis from informational to transactional was developed to help reduce demand on telephone and paper based services.

Wireframes complete with content were developed to illustrate a user journey towards a transaction, these were then designed before being presented back to the ECC project team.

A change in emphasis from informational to transactional was developed to help reduce demand on telephone and paper based services.

Detailed wireframes to portray a user journey

Investing time in the briefing and workshop phase made it possible to conceptualise multiple wireframes and user journeys. Content and visual designs helped to achieve buy-in from internal stakeholders as it demonstrated tangible future directions.

The fall in website bounce rates and increase in page views per visit since launch demonstrates that the time invested in developing wireframes has achieved positive changes for ECC website visitors.