City of Durham Website Redesign

The City of Durham is working to improve this website to make it easier for residents to find information and complete tasks.

In April 2019, we ran a survey to collect community feedback, and identified the following priority areas for improvement:

  • Move to a clean, updated design that does not compete with the content.
  • Make it easy to find top tasks including: pay water bill, apply for jobs, contact Durham One Call, and find trash collection schedule.
  • Review top pages to make sure content is organized and easy to understand.
  • Remove old information and documents.

Based on this feedback, we are working with our website vendor to update the look and feel of the site, and working with City staff across all departments to make improvements to their top pages.

We anticipate a refreshed site to launch in Summer 2020, with some of the content clean up being an ongoing work in progress.

Process

Engagement & Research

In addition to the community survey in April 2019, we’ve worked with Code for Durham to get ongoing feedback and insight from Durham’s tech community, including:

  • Setting up event tracking on our website menu
  • Researching navigation on other government websites
  • Card sorting activity to test the language and terminology on the website
  • User testing conducted by UNC-Chapel Hill graduate students

In the future, we hope to provide additional opportunities for community input.

City staff and Code for Durham volunteers conduct a card sorting activity to get web input

Layout & Design

Using web analytics as well as feedback from our survey, we are working with our website vendor to rework the homepage layout and create a new, clean template across the site.

Content Clean Up

City departments are using website traffic data, heat maps, and readability scores to help prioritize and reorganize information on the website.