Government websites don’t have a reputation for CX excellence. Often, that’s because – like most large, institutional sites – they bring with them many unique challenges: Architectures driven by org-charts, out-of-date content, complicated polyhierarchies for wide-ranging services.
Sometimes, customers just need simple answers to simple questions, like: who do I contact to report a dead horse?
We’ll take a look at the practical methods we employed in our award-winning redesign of miamidade.gov – exploring content strategy, structured data, user testing and feedback, and organizational buy-in, and more – that can help your wrangle your next public-institution scale project.
Key takeaways from the session:
Practical skills for organizing large, multi-organizational clients, covering:
• Content Inventories and Audits
• True intent studies
• Data Analysis
• Structured Data
About the speakers
Jaime Shycko is the Digital Communications Manager for Miami-Dade County with over 18 years of experience creating transformative digital government solutions. She leads a talented team of multi-disciplinary professionals responsible for projects like the recently redesigned miamidade.gov web portal, winner of the 2019 Center for Digital Government award for Overall County Government Experience.
A CX practitioner, Jaime is passionate about listening to customers, challenging the status quo and creating structured, human-centered and accessible design. When she’s not busy advocating for civic engagement, she enjoys working on really messy IA projects and looking at cat memes.
She holds a bachelor’s degree in English from the University of Central Florida and a master’s degree in Information Architecture and Knowledge Management from Kent State University.
Javier Ruiz has been a senior web publisher for Miami-Dade County since 2018, where he serves as the resident Swiss Army knife. A content strategist with experience in user research, information architecture, prototyping and accessible design, he’s working to build up the County’s UX and digital governance program.
Before joining Miami-Dade, Javier cut his teeth at both of South Florida’s daily newspapers, wrote content for the nation’s largest institute of high learning, Miami Dade College, and served as information architect for one of the country’s largest universities, Florida International University.
When not battling imposter syndrome and pathologically obsessing about Norman doors and other clunky experiences, he’s chasing his dog around the house or taking up an endless string of hobbies – much to the chagrin of his bank account.