VicRoads

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  • 2015

  • Digital
    Web Design and Development

Designed By:

  • Deloitte Digital

Commissioned By:

VicRoads

Designed In:

Australia

VicRoads acknowledged that the changing needs and expectations of its customers were not being met by its existing online presence. VicRoads decided to broaden online business services and customer engagement with a redesign of the current website built on a new Web Content Management System. Deloitte Digital was engaged to redesign and develop the website, leveraging current digital communication trends to provide the optimal experience on desktop, tablet and mobile devices.The enhanced mobile responsive VicRoads website has revitalised the channel, improved accessibility and delivered an improved customer experience. It sets the foundation to broaden the services VicRoads can offer to Victorians online.


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  • CHALLENGE
  • SOLUTION
  • IMPACT
  • MORE
  • Our user research showed that most customers would prefer to interact with VicRoads through the online channel and expect to be able to complete most tasks on different devices. This supported our recommendation for responsive design where there is no distinction for end users between mobile and desktop versions of the website. The new design is clean, current and user-centred, allowing VicRoads customers to complete tasks and find information quickly and efficiently wherever they are. The website is also AA compliant with Web Content Accessibility Guidelines 2.0.

  • A key feature that enabled the team to deliver an outstanding user experience is the ability to personalise the site. The home page features travel time and incident information giving customers a snapshot of traffic conditions. By personalising traffic modules, the website is able to remember the customer's preferences and display real-time traffic conditions relevant to them. Personalisation also enables targeted marketing of key VicRoads campaigns. Based on the user's engagement with various sections of the site, promotions relevant to the customer's behaviour are displayed.

  • The information architecture has been made more intuitive and key content pages have been rewritten making it easier for customers to find the information they need. On the first day after its release, the new Registration Renewals form processed $480,000 worth of Renewals in the space of 6 hours through our implementation of the Westpac Payment Gateway. The new Change of Address form has been a huge success, having recorded a 24% increase in usage and is averaging 300 transactions a day higher despite less visits to the site. Traditionally this form has had huge error rates resulting in a large number of calls through to the call centre.

  • In supporting the business, the web delivery environment had become overwhelmingly complex with multiple service arrangements and technology components. This delivered a disjointed user experience that continually took the user away from the main site. The new website, built on the Sitecore CMS platform, has integrated many of these existing systems to provide a seamless user experience. The next phase of the program will include redeveloping legacy web assets on the Sitecore platform, and implementing new online transactions to provide greater self-service capability.