Rhondda Cynon Taf Council

Beyond a website review, a deep dive into the Council’s digital platform

Rhondda Cynon Taf logo
CLIENT
  • Rhondda Cynon Taf
SERVICES
  • Delivery
  • Service Design

Rhondda Cynon Taf (RCT) Council engaged Perago to conduct a comprehensive review of its existing website, content governance and website strategy. The objective of this review was also to assess the council’s approach to operational management, technical capabilities, and governance processes. By identifying areas for improvement and exploring opportunities to apply best practices, RCT aimed to enhance its online presence and better serve the needs of its residents. 

Perago was engaged to: 

  • Review existing content, functionality and user experience 
  • Review operational management, technical capabilities and governance roles surrounding website changes and updates 
  • Review Welsh Language standards 
  • Highlight best practices for online web services from other public bodies websites (including national and international) 
  • Understand the needs of RCT residents when using the website. Review the website using a user-centred design approach to gain a perspective on the different user journeys to access RCT’s services.   
  • Understand how, when and to what extent user experience is considered within the website vision and planned development 
  • Understand the technical capabilities, systems and suppliers associated with the website 
Approach

What we did 

  • We took a user-centred design approach to review the website, building a perspective on the different user journeys to access RCT’s services. This heuristic evaluation considered the design issues in the site.  
  • The initial findings informed the priorities for user research with RCT colleagues, Council customers and residents. We undertook a balance of sessions with individuals and broader groups to develop qualitative and quantitative insights. We used techniques such as intercept surveys, contextual observation, usability testing, in-depth interviews, desk research, value proposition workshops and online surveys. In total, we spoke with 180 users. This gave us a clear picture and removed any bias from our research 
  • We developed several workshops with key stakeholders to produce a balanced review of processes and ways of working in relation to content, digital strategy and IT services.  
  • We worked collaboratively with the RCT team to undertake skills transfer throughout
Results
  • An improvement plan and roadmap for website optimisation
  • A series of recommendations for consideration
  • A strategic website change narrative

 

  • Wrote an extensive and detailed website review, based on website data and UX audit and inclusive of Welsh language standards compliance 
  • Provided the team with a comprehensive technical and governance review, with actionable step-by-step plans for improvement 
  • Wrote a website improvement plan linked to the Council’s strategy and led by user-centered design principles 
  • Provided a series of clear and concise recommendations based on our findings 

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