Improving Accessibility for Belfast City Council Through UX Research
The Problem
Belfast City Council’s website is a vital channel for residents to access information and services. With such a broad and diverse audience, inclusivity and accessibility were critical.
The Council needed expertise in conducting user research to better understand how citizens engaged with the site and its online forms, and to identify opportunities to improve user experience.
The Idea
We carried out structured user testing on the Council’s website and webforms, identifying pain points and opportunities for redesign.
Key recommendations included:
Streamlining form questions and ensuring consistency in presentation
Re-evaluating headings and grouping content for better findability
Adding new informative content to meet user expectations
The Outcome
Delivered a comprehensive UX research playbook to guide future projects
Improved usability and inclusivity of content
Enhanced forms and processes for easier access to services
Increased accessibility, transparency, and trust in digital platforms
The Council is now better equipped to meet the diverse needs of its constituents with a user-centric approach.
FAQs
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What challenge did Belfast City Council face with its website?
Ensuring inclusivity and accessibility for a broad and diverse audience, especially through its online forms.
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How did Ideas + Outcomes carry out the research?
Through structured user testing, analysis of pain points, and recommendations to improve usability and findability.
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What improvements were recommended?
Streamlined form questions, clearer content grouping, and new information to meet user expectations.
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What was delivered to support future projects?
A UX research playbook and actionable insights to embed user-centricity into future digital work.