Helping Customers Easily Access Business Services

Name: Anthro-Tech
Price range: $

Case Study

Washington Department of Enterprise Services

Person holding a mobile phone with the DES website on the screen

The Problem

The Washington State Department of Enterprise Services (DES) website provides business services to residents and state agencies. Customers visit the DES website to find bid opportunities, training, and public services.

In 2011, DES merged with 5 other agencies and expanded their services. However, the website didn’t work well with this change. Customers didn’t understand the types of services DES offered or how to use them.

After hearing customers’ frustrations, DES asked us for help with redesigning their website. They wanted to improve usability for their diverse audience, better accomplish business goals, give the site a modern look and feel, and create a strategy for continuing to address customer needs.

Laptop showing a browser screen — The new DES website homepage.

The Solution

The new mobile-friendly and accessible website ensures customers can easily find, understand, and use information. Based on research with multiple audience groups, we restructured the website to make DES products and services simpler to navigate.

Because DES had merged with other agencies, there was a large amount of content to review and improve. Using plain language and calls-to-action, the website now clearly describes how customers can engage with DES.

Our team also created new branding for DES, including a voice and tone guide and an updated visual design. This makes the website look consistent while explaining the different services they offer. The website now tells their brand’s story and shows its value to customers.

Three mobile phones — Mobile screens from the new DES website.

The Impact

After the new DES website launched, customers praised it for its ease of use. With simplified content that focuses on helping people complete top tasks, people can now find and understand the services DES offers.

The added self-service also gives customers control over their experience. This saves the agency and their customers time and effort while increasing trust and satisfaction with DES.

Awards & Accolades

Communicator Awards - Best Government Website, Best User Experience, Best Structure and Navigation, and Website Redesign
MUSE Creative Awards - Best Government Website, Best User Experience
Vega Awards - Best Government Website Redesign, Best Practices, Best User Experience, Best User Interface
w3 Awards - Best Government Website Redesign

Project Toolkit

User Research: Workshop to understand customers’ goals, needs, and reasons for visiting
Card sorts to discover customers’ expectation for website content
Tree test to evaluate a proposed new website structure
Website usability study to solve any issues before launch
UX Design: Brand strategy
Low-detail wireframes
High-detail mockups with accessibility considerations
Support for developers implementing the new design
Content Strategy: Voice and tone guide to make content consistent
Content governance and formation of content team for DES
Coaching in auditing, styling, planning, and writing content
Writing for the Web training
Accessibility: Compliance with Web Content Accessibility Guidelines (WCAG)
List of accessibility issues to address
Advice on accessibility improvements

“I have to say how impressed I am by the new DES look and feel. It is smart, sharp and to the point. People can find what they need and it also looks great! We don’t have to sacrifice utility for a pretty package.”
—DES Staff Member

Facts & Figures

2,877: Number of customers who participated in a user survey.
24: Number of customers who participated in an unmoderated baseline usability study of the previous website.
4.0/5.0: Score for an average ease/difficulty rating after launch of new website.
84/100: System usability score for the new DES website. (Average is 68/100)