The waste section of the City of Boroondara website is high traffic but was suffering from low user-satisfaction. In order to fix it, Boroondara needed to more fully understand the needs of their customers.

Briarbird was engaged to consult with customers and gain a clear understanding of their attitudes, needs and journeys relating to waste and recycling. We did this by running three focus groups with residents and businesses across Boroondara.

User journey map showing stages of green waste disposal
Our research findings were translated into user journey maps and personas

We also conducted usability testing to identify website issues that may be contributing to dissatisfaction.

The outcome of the project was a detailed understanding of customers, illustrated in customer journey maps, personas, user stories, and a number of usability recommendations.