Municipality of Tilburg:
Save costs through testing
With 140,000 annual calls, Tilburg municipality aimed to cut costs by improving their website.
We tested the redesigned site, focused on whether information could be found more easily.
Goal: Reducing calls to save costs
Tilburg’s residents participated in a User Test, performing 7 key tasks (top tasks) on a website prototype in the shopping street.
The Municipality’s design team observed the tests live from the municipality.
Approach: Testing on location
The website hit the mark! Civilians were able to perform the right actions right away. Therefore, the municipality were able to go live with certainty.
Most civilians also indicated to likely go to the website when they have questions, before trying to call.
Results: Easy to find information saves costs
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User Intelligence is member of the UXalliance & Experience Boosters.