Goal: certainty about the new website
The municipality of Tilburg received 14.000 phone-calls a year from residents. The municipality prefered to facilitate the majority of these calls online because:
- A website could potentially offer a better experience for the residents of Tilburg.
- Call reduction means cost reduction for the municipality.
To make this possible a redesign of Tilburg.nl was initiated. The municipality wanted to ensure the success of the new website.
That’s is why User Intelligence was asked to carry out a series of User Tests.
Approach: User Testing based on Top Tasks
- Qualitative User Testing
- Carried out with the residents of Tilburg, recruiting participants in a shopping street.
- Participants were asked to perform 7 common tasks (Top Tasks) on a device showing a prototype of the new website.
- Test-sessions on location, allowing the design team to tag along (using our Mobile Test Lab).
Result: A better experience for the residents of Tilburg
- Performing the Top Tasks on the new website is running smoothly. The interactions are spot on.
- The new website meets the needs and demands of the residents. Participants describe it as: ‘functional, no fuss’ and ‘user friendly and clear’.
- The majority of the residents indicate that they would rather use the website than the phone, the next time they have to interact with the municipality.
To conclude: The new website leads to a better experience for the residents.
