Highways England website
Highways England, UKHighways England is presenting all the knowledge on their website: About motorways and A-roads, data about traffic and trends and analysis about environment. Every department has their own site. Even though many people are interested in the knowledge, it was challenging to find it on the website.
I was leading the research with their main user groups of traffic users, engineers, traffic management and suppliers. We designed the concept for the future website around user journeys. As there is a wealth of information and very useful data available, the future vision would be to design the website as a data platform, to access, find, connect, upload and get updates about certain data. We designed future service future journeys for each user group, highlighting the moments where they interact with the website from Highways England.
The website as a data platform
Process
Interviews with the main user groups for Highways England: Freight road users, Supply coordinators, Construction engineers and Special interest groups
Data analysis, e.g. requests via call center, views on pages etc
Shadowing service staff in different teams, e.g. traffic updates and social media teams, listening to calls in the call center
Guerilla research at petrol stations to meet freight load drivers
Analysis of existing web content from Highways England
Mapping of user needs
Discovery
Developing user journey and indicating where to interact with Highways England website
Website concept to focus content around key user journeys
Collecting best practice examples around key concepts suggested in the report
Co-developing roadmap with service manager to start developing the concepts
Design strategy
"We now know who our users are and what they need of our website."IT service manager