truly remarkable

A custom digital solution for Queenstown Lakes District Council

Who we worked with:
Queenstown Lakes District Council
What we did:

Strategy UX Design Build Improve

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A custom digital solution for Queenstown Lakes District Council

As the fastest growing district in New Zealand and the country’s premier tourist destination, Queenstown Lakes District Council (QLDC) is focused on delivering high quality information and services to a broad range of stakeholders and users across the district. 

We were asked to create a custom digital solution for QLDC that combined their UX Design needs with commercial business requirements to provide key council services and community information, downloadable documentation and online payment gateways.

QLDC’s existing site was functional but needed a revamp to provide a customer-focused user experience for its target audience. NV engaged in collaborative workshops involving all departmental stakeholders, where we gained many insights to the audiences' diverse needs, goals and requirements. 

Leveraging from these findings, it was key that we organised and labeled content in an effective and sustainable way, not only to provide the user with clear pathways to information, but also to enable QLDC to easily manage that content.

Following a pragmatic approach, traditional web patterns were woven into the UI, particularly as the audience demographic was broad and the level of technology savviness varied. The site was also required to adhere to Web Content Accessibility Guidelines (WCAG) 2.1. We made vast improvements in this area and reserve a degree of confidence to improve QLDC's current placing in the ALGIM (Association of Local Government Information Management) ranking survey.

We improved page ‘scannability’ through using iconography in primary areas instead of ambient imagery. An icon template guide was created and provided so that the in-house design department could create and implement iconography as and where required.

Quick links were created to direct members of the public to the information they were after in a more efficient way. These quick access points are content managed either in response to events or periodic and calendar based needs, and cater for anything from dog registration to refuse collection and for those unfortunate moments; parking fines. QLDC’s new digital solution is a scalable platform with a responsive design to engage and cater for their ongoing audience needs.


Digital Icons

We improved page ‘scannability’ through the use of iconography in primary areas. We also created an icon template guide so that the in-house design department could implement iconography on their own.

Improved delivery of content

The reimagined site shifts the focus from reflecting the inner workings of Council, to providing a fresh, easy-to-use digital hub, bringing the needs of residents and ratepayers front and centre.

Iterative design-led process

By applying a design-led thinking methodology, we were not only able to address immediate challenges but also solve complex problems and find desirable solutions for ongoing enhancements. UX research and an iterative mentality served many purposes throughout the design process.

From start to finish the NV team guided us through the process, helping us get the most from our new website on a tight budget. For QLDC it’s about accessibility and our community getting to what they want quickly and easily, and reflecting our brand values and vision. And NV delivered that!"

Naell Crosby-Roe Governance & Stakeholder Services Manager