Case StudiesBeyond a website review, a deep dive into the Council’s digital platform
- Rhondda Cynon Taf
- 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 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. We also examined operational management, technical capabilities, and governance roles surrounding website changes and updates. Additionally, the review included an assessment of Welsh Language standards and highlighting best practices for online web services from other public bodies’ websites, both national and international.
The review aimed to understand the needs of RCT residents when using the website. A user-centred design approach was employed to gain a perspective on the different user journeys to access RCT’s services. This approach helped to understand how, when, and to what extent user experience is considered within the website vision and planned development. Furthermore, the review encompassed an understanding of the technical capabilities, systems, and suppliers associated with the website.
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 present on 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 both qualitative and quantitative insights. Techniques such as intercept surveys, contextual observation, usability testing, in-depth interviews, desk research, value proposition workshops, and online surveys were employed. In total, we spoke with 180 users, which gave us a clear picture and removed any bias from our research.
Several workshops with key stakeholders were developed 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 the project.
- An improvement plan and roadmap for website optimisation
- A series of recommendations for consideration
- A strategic website change narrative
We wrote an extensive and detailed website review based on website data and a UX audit, which included compliance with Welsh language standards. The team was provided with a comprehensive technical and governance review and actionable step-by-step plans for improvement. Additionally, we wrote a website improvement plan linked to the Council’s strategy and guided by user-centered design principles. Our findings were summarised in a series of clear and concise recommendations.
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