Key Takeaways
Travis County, Texas, needed to modernize its fragmented digital presence to make essential public services more accessible to its diverse and growing population
OneSpring applied human-centered design principles to audit the existing site, identifying critical navigation gaps and accessibility barriers
The project focused on streamlining complex workflows, ensuring Section 508 compliance, and significantly improving the mobile experience for residents
Result: A more intuitive, service-oriented website that empowers residents to find information and complete tasks independently, reducing the burden on physical offices
Modernizing Civic Engagement
Government websites are often the first point of contact for citizens seeking essential services, from paying taxes to finding public health records. Travis County, Texas, recognized that its legacy digital presence had become difficult to navigate as services were added incrementally over time. The county partnered with OneSpring to transform this complex site into a user-centric portal that reflects the needs of a modern community.
User-Centric Audits and Research
By applying rigorous UX research and accessibility audits, OneSpring helped the county identify exactly where residents were getting lost. The audit revealed that while the information was present, it was often buried under layers of organizational jargon or illogical navigation paths. OneSpring worked to simplify these workflows, ensuring that high-traffic services were prioritized and easy to find within a few clicks.
Accessibility and Inclusivity
A primary focus of the redesign was ensuring Section 508 compliance. For a government entity, accessibility is not just a best practice—it is a legal and ethical mandate. OneSpring ensured that the new design was compatible with screen readers, featured sufficient color contrast, and provided clear keyboard navigation, ensuring that all Travis County residents, regardless of their physical or cognitive abilities, could access digital services.
Reduced Pages
32%
Accessibility Score
100%
Results: A Service-Oriented Experience
The result of the engagement was a modernized website that functions as a true digital service center. By improving the information architecture and mobile responsiveness, Travis County has seen improved citizen satisfaction and a more efficient delivery of public services. Residents can now complete complex tasks independently, allowing county employees to focus on high-touch support where it is most needed.
Frequently Asked Questions
Why do county government websites need regular UX redesigns?
Government websites often grow through "accretion," where new departments or services add content over years without a unified strategy. This leads to a fragmented, inconsistent experience that makes it difficult for citizens to find what they need. A redesign establishes a consistent, user-friendly framework for all services.
What were the primary goals of the Travis County website project?
The main objectives were to improve overall accessibility, streamline the discovery of high-traffic public services, modernize the visual interface, and ensure that the site was fully responsive for mobile users, who represent a significant portion of the county's digital traffic.
How does user research benefit civic digital design?
User research uncovers the "mental models" of residents—how they think about and search for information. By understanding whether a resident searches for "property taxes" or "tax assessor," designers can create navigation and search systems that mirror real-world language rather than internal government terminology.
What is Section 508 compliance in government web design?
Section 508 is a federal requirement that all electronic and information technology used by government agencies be accessible to people with disabilities. This includes ensuring compatibility with assistive technologies like screen readers and providing alternative text for all visual elements.
How does a service-oriented website benefit a county government?
When a website is easy to use, residents can find information and complete tasks like permit applications or payment services independently. This "digital self-service" reduces the volume of phone calls and in-person visits to county offices, leading to significant operational cost savings.
Why is mobile optimization critical for government services?
For many residents, particularly in underserved communities, a mobile phone is their primary or only point of access to the internet. Ensuring that government services work flawlessly on small screens is a matter of equity, ensuring that all residents have equal access to civic resources.