Challenge

A large government web site wanted a way to aid navigation to content based on questions typically posed by their users.

Insight

Applying “best practices” for navigation of hierarchically organized information would result in faster access to the desired information.

Solution

We redesigned the interface to use a topical keyword index and modified the terminology to better match user expectations.

Impact

Providing an index in the user’s language allowed users to complete common tasks 3 to12 times faster, with 60-90% fewer mouse clicks and associated page views.