In rethinking the content process and strategy to serve the greater good, a popular beach town considered inclusive design for visitors and the homeless—not just residents.

ROLES

Interviewer, Content Strategist, Information Architect, Governance Guru

ACTIVITIES

User & Stakeholder Research, Voice of Customer Surveys, Content Ecosystem Inventory, Content Assessment, Discovery Findings, Personas, Cardsort Workshop, CRM Requirements, Sitemap, Wireframes, Taxonomy, Content Governance

Team

Product Design Lead, Interaction Designer, Project Manager, CRM Architect

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After aligning stakeholders and completing a thorough discovery, we developed a road map for the City of Santa Monica to inform, serve and engage all personas. They streamlined their sites, updated their domain and built a more balanced online presence. Beyond government service design, I learned if you must repeatedly fly from Chicago to California, winter is when to go.