CASE STUDY

City of Saint-Lambert

541 ^%

Increase in comments and questions received by email from citizens

167 ^%

Increase in page views

Plume d'or

New Media Category - 2015 Plume d'Or Contest of the Association of Communicators (ACMQ)

FIND OUT HOW WE DID IT

Adviso was able to guide us through the process of planning of our website, and understood us better than we understood ourselves. Content, functionality, usability… Every aspect was analyzed and rethought with the sole objective of improving services for citizens. Above and beyond creating a better user experience, Adviso was able to move us off the beaten path, and propose innovative suggestions to help us find a sustainable solution that would be able to evolve with our organization in the years to come.

Catherine Langevin

Head of the Communications Department

STRATEGIC PLANNING FOR A WEBSITE REDESIGN

The City of Saint-Lambert is essentially a residential city, no longer in development. The city wanted to completely redesign its website (the main goal of which is to provide information for current residents) to make it more modern, flexible, and to allow for the addition of new functionalities – something that simply isn’t possible with the current content management system (CMS).

CHALLENGES RELATED TO THE PROJECT

Offer a functional, complete, dynamic and attractive information platform for the citizen which offers him as much, if not more, than the other sites of the cities of the agglomeration

Obtain the collaboration of as many city stakeholders as possible during the planning exercise

Allow greater openness to comments and opinions from site visitors, when there is currently little feedback sought by the City

Take into consideration that the City is in a transition period for online citizen services

Accompany the City in the tendering process to avoid unpleasant surprises and ensure an evolving site for the years to come

STRATEGIES DEPLOYED BY ADVISO

Involvement of a strategist and an ergonomist from the start of the project to avoid the loss of knowledge during the mandate

Service mapping workshops with the various City departments, which resulted in the definition of differentiated personas around the type of information sought (static, ad hoc or process)

Collaborative working sessions with the client to move the project forward quickly

Proposed strategy and features present information more effectively to citizens, including:○ Secondary navigation as actionable tasks○ Modular pages that make it easier to represent processes○ Effective alert management system

Feedback form on each page to encourage feedback on the operation of the website or the content of its pages

SERVICES DEPLOYED AT ADVISO

Customer Experience (CX)

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