Ministry of Transportation

The Challenge

Website UI is outdated, high bounce rate and high traffic call centre.

Ministry of Transport of Malaysia are the policy makers that covers four sectors; Land, Aviation, Logistics and Maritime. They regulate their policies by deploying enforcing government bodies and business operators.
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Creative Director
Edwin Masripan

Situation

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.

Challenge

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.

Plan

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 Progress

Outcome

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.

The Work

Technology
Microsoft SharePoint, Animation and Dark Mode UI
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