Settle housing association website revamp
Clients
Settle Housing Association, UKEmployer
dxwRole in project
Lead Interaction DesignerActivities and tools
Prototyping Interaction design GOV.UK Design System GOV.UK protoyping kit MiroYear
2021Improving the lives of social housing residents
As part of its commitment to customer service, Settle, a provider of social housing across Hertfordshire, Bedfordshire, Buckinghamshire and South Cambridgeshire, approached dxw to design and launch their new website
Settle homepage
Background
The team at settle had identified the need to update their website and improve the experience of their residents in accessing the information and services they need. They had seen a predictable shift in the way people accessed their site over the years, with greater use of mobile phones which it wasn’t well equipped for.
The team at settle had identified the need to update their website and improve the experience of their residents in accessing the information and services they need. They had seen a predictable shift in the way people accessed their site over the years, with greater use of mobile phones which it wasn’t well equipped for.
Design goals
Design goals of the project are:
- For settle to clearly understand the steps they should take to create, update, and maintain their content
- For Settle to have a clearer understanding of their key user group’s needs
- For Settle users to more easily find the information they need
- For users to quickly understand what Settle does by looking at the website
- Updated designs based on priority areas found in user research
User research
We began by interviewing various groups of users who interact with the housing association, such as residents and homeowners who have bought a house from Settle, to gain a deeper understanding of their experiences. The priorities for this Alpha phase were to assess the volume of existing content at Settle, evaluate the current website structure, identify issues faced by both staff and users, and determine any constraints affecting the design of a new site.
We conducted analysis, created personas, and developed problem statements. Defining these helped us collaborate with Settle to identify the highest-priority user needs and problems to address. We held several user research sessions with Settle administrative staff and tenants, including leaseholders, homeowners, and shared ownership homeowners.
Scope planning
Content-first approach
Information architecture forms the backbone of the website, influencing both visual design and the interaction design of the navigation system. Therefore, I recommended adopting a content-first approach for the project, with the following aims:
- Reviewing and re-arranging content based on user research findings
- Validating our hypothesis with users by applying new information architecture to our prototype
- Designing navigation system and visual elements around the tested information architecture
Original content and sitemap
We conducted a content audit using Google Analytics, Hotjar, and a review of the information architecture. Activities such as card sorting and content analysis enabled us to create a streamlined content structure, which also resulted in a clearer navigation system design.
Card sorting board
Content strategy: removing unnecessary pages
Content strategy: combining pages if possible
Refined content inventory
Design analysis
While emphasising our content-first approach, I also led an analysis of the current website design to identify issues that could be addressed alongside the content updates.
Design analysis workshop - homepage
Design analysis workshop - tenants section
Design analysis workshop - tenants content
Accessibility critique
Design iterations
We built a high-fidelity prototype in WordPress, the agreed technology choice, enabling us to conduct usability testing on both the design and structure of the new website. We also held workshops and co-design sessions with team members from both Settle and dxw, allowing us to clearly establish priorities for the new website, particularly for the homepage. This approach provided us with a range of outputs to hand over to the beta team.
New design wireframe
New design wireframe
WordPres prototype
WordPres prototype
Style recommendation
While our projects primarily focus on UX design, I also contributed to the style recommendations for Settle. Below are some screenshots of the style guide I delivered.
Style guide recommended
Style guide recommended
Style guide recommended
Outcome
We created a new website which is easier for all settle residents to use, and is optimised for mobile. The website offers improved accessibility and an easier way to find information, request services and engage with the association.
We built the website using WordPress which prioritises usability and flexibility for publishing teams. Following a successful launch, dxw continues to provide hosting and support.
Homepage
Moving out page
