Challenge: The City of Kenmore needed to improve the overall usability of their existing website. Inconsistent navigation and “jargony” terms made it difficult for website visitors to find or act on information. In addition, the City of Kenmore wanted the website to act as an ambassador of the community’s spirit, with colorful images of the citizens and the public areas.

Results/ Metrics: BIS created a new website with improved access to information and a stronger focus on users and visitors—the citizens and employees of Kenmore. To improve the navigation problems, BIS consulted with the City to create user-friendly, “public facing” navigation terms and conducted several focus groups with specified city and citizen users to identify and assess needs. The resulting top-navigation is clear, easy to find and act on, and provides information in three clicks or less.

BIS also executed other requested website features and design elements to further improve and foster communication between the City and the community. The CMS tool allows the city administrators to add and update their own content as needed, and the large, colorful photographs of “daily living” in Kenmore take center stage on every page. Other features include an interactive map tool that alerts citizens to current construction projects and development and varied opportunities to contact City staff and administrators through email and forms.