Contact details should be easy for users to find. At Citizens Advice we wanted to improve the complicated journey our users faced when trying to get in touch with us. We started with attempting to understand the journey our users currently go through and the challenges and pain points faced along the way.
Working in a multi-disciplinary agile team, including content designers and user researchers, enabled us to test and reiterate new designs to ensure users could navigate to the information they needed quickly and easily.
Original section architecture
Improved section architecture