Case Study: Department of Customer Service NSW improves content findability with Pollen

Department of Customer Service NSW improves content findability for 8 million people with Pollen

The Department of Customer Service NSW, a one-stop shop for NSW government information, needed to improve content findability on its vast nsw.gov.au website for over eight million users. To understand if a new 20-topic taxonomy was meaningful to visitors, they engaged Pollen for user research.

Pollen implemented a mixed-method research approach using moderated interviews and unmoderated tree and card sorting tests. This provided invaluable insights, revealing that multiple paths and content previews significantly improved navigation. The successful quarterly research cadence allowed for continuous improvement and was so effective that Pollen's engagement was extended into a second year.

Department of Customer Service NSW