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Case Study: Parramatta City Council achieves increased online transactions and reduced call‑centre contact with Squiz
A Squiz Case Study
Parramatta City Council - Customer Case Study
Parramatta City Council engaged Squiz to deliver a contemporary, user‑centred website that would serve a diverse audience across a fast‑growing city and meet tight time and budget constraints. The Council needed the site organised around visitor needs (not organisational hierarchy) and aimed to decrease phone calls to customer service, increase online service requests, and boost transactional usage; Squiz was commissioned to provide a website redesign including information architecture, usability testing and online services prioritisation.
Squiz conducted user research, competitor analysis and web analytics, developed wireframes and a functional specification, simplified navigation with audience‑targeted labelling, and ran moderated usability testing to refine the design. The result is a modern, well‑received site with quick links and prioritised online services plus Live Chat; Squiz’s work reduced customer call‑centre contact and increased online transactions and service requests, delivering measurable improvements in digital service uptake.
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