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](https://briarbird.com/briarbird.com/wp-content/uploads/2020/10/Customer-journey-green-waste-Boroondara-1024x585.png)
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.