Pittsburgh, PA... Earlier this year, the Pittsburgh Water and Sewer Authority (PWSA) kicked-off a redesign of its website, www.pgh2o.com. Partnering with the website design firm, Interpersonal Frequency (IF), we are using their data-driven approach to create a site that prioritizes the user experience and feedback from our customers to guide decisions related to navigation, content, and functionality.
“It’s been at least a decade since we’ve redesigned our website,” stated Robert Weimar, PWSA’s Executive Director. “We are excited to create a site that focuses on the experience of our users and provides easier access to the information customers are looking for.”
The redesign began with a survey using IF’s proprietary tool Voice of Citizen® to understand what users experience when visiting the site. We analyzed 500 responses to a survey that was conducted on our website from March 29th through April 30th. As people were browsing the site, the survey appeared and asked a series of questions about the purpose of their visit. The tool also tracked whether users were able to complete their original task.
The survey indicated that a large portion of our website visitors come to pay their bill, but many reported that they could not successfully complete this task. The redesign will improve this process making it more intuitive and easier for web users to find and accomplish.
Site visitors experienced a success rate of 54 percent and on a scale of one to ten reported an average satisfaction rate of 4.4. They expressed an interest in improved navigation, fewer clicks to log into account information, better access to project and program information, and content that was easier to read and understand.
The results of the survey confirmed many of our assumptions - the website redesign presents many opportunities for improvement. We are looking forward to launching a site that will feature improved navigation, the ability to complete more tasks online, and streamlined content to highlight information users are seeking.
Additionally, it will provide PWSA staff with more control of the site and establish a new user-friendly design. The redesign will also ensure that our website meets current Americans with Disabilities Act (ADA) requirements, utilizes responsive technology to allow for easy viewing on smart phones or tablets, and is optimized to appear in Google search results.
“We’re excited to partner with PWSA on the redesign of their website,” stated Harish R. Rao, CEO and founder of Interpersonal Frequency. “We’ve worked with numerous public agencies and water authorities across the country and have the data-driven, analytic expertise to help PWSA launch a state-of-the-art site.”
We are currently in the design phase working on the site architecture and wireframes. This is the foundation of the new site that will be used to inform its navigation, functionality such as the use of web forms, and the overall look and feel of the site. The new site is expected to launch in late 2019.