Stephanie Mulvey
Citizens Advice 'contact us'
UX design / UI design / journey mapping / user research / information architecture
Citizens Advice helps millions of people find a way forward - this could be by face-to-face advice, phone, webchat, or through our online advice. The organisation is made up of over 200 individual charities based in local communities.
Through our public website, users are able to locate their nearest Citizens Advice and how to contact them for help. For many of our users, this journey was disjointed, illogical, and occasionally provided incorrect contact details.
As a multidisciplinary team, we were tasked to design an improved journey and system to help clients contact us for support or find advice from their nearest Citizens Advice.
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Since we launched this new design and functionality:
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contact us search has seen a success rate increase of 80%
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95% of users felt confident they understood what methods they could use to contact us
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users find their local Citizens Advice more easily
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New contact us page design including accessible phone access and easy links to further contact details
New webchat page design with clear indication of opening hours and information to prepare ahead of time
Information architecture
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Through user testing, we learned that the structure of the 'contact us' pages was difficult to navigate and illogical to 65% of our users. We used analytics to help us understand how users bounced through content and identified where they had intended to go. This meant we were able to build a new structure to better reflect how our users felt, and what they needed when contacting us.
Original information architecture - causing complex and confusing journies to get in touch
New information architecture