The previous website was not easily navigated, so people were unable to find the information they need. In effect, the hotlines are overwhelmed with so many inquiries on daily basis.
As policymakers covering multiple sectors, there were a lot of parties that needed to be considered. Each have their own point of view and importance, which made it tricky to come up with an elegant, information architecture solution.
We started by auditing their previous site for some data insights and matching that via discovery workshop with their customer service and corporate communications. The detailed content analysis further helped us understand what needed to be done.
The new information architecture was designed to be user-centric and intention-based. The content now become more accessible and as result, they are getting much better feedback and the hotlines were able to give specific and useful help the public needed.