While our primary website audience consists of clients across a range of service portfolios, it also caters to their families, carers, volunteers, partners, donors, media and jobseekers. We undertook user experience (UX) workshops to uncover the needs and motivations of key stakeholders, and used these insights to optimise the website structure and content.
When choosing a vendor, we looked for a long term partner that could provide us with ongoing support for the website and future digital projects. We were impressed with the Elcom platform, as well as their team, and knew they could help us achieve our digital goals.
We engaged Elcom in the end to end implementation of the CMS and website; requirements gathering, solution design and website implementation.
The new website is optimised for critical customer journeys impacting customer retention, support and acquisition. Along with providing standard content on our services and programs, we implemented tools to help potential and existing clients and their families understand what services are available including:
- The Service Finder Tool, created using Elcom’s out-of-the-box taxonomy and dynamic widgets. This enables users to quickly find services by filtering based on key criteria such as age of clients, service category and funding options.
- The Service location Checker, custom developed by the Elcom team. This can be used to search for a specific service and then ascertain if it is available in a particular postcode.
Given our audience, it was crucial the website complies with current standards for web accessibility. With Elcom, we have access to WCAG compliant HTML and CSS compatible templates. At the top of our website, we have also included the ability to choose a high contrast mode, easily adjust the font size of text, change text into another language using the Google Translate tool, and use assistive technology which provides text-to-speech functionality.
Along with our main website, we launched our newsletter site using the Elcom multisite capability. The newsletter site has its own URL and design, and an RSS feed pulls new articles added onto the main website. Visitors can filter the content they see with the search and taxonomy, and subscribe to receive one of four newsletters. When publishers create a new article, they simply need to select the appropriate taxonomy.