The Web Revitalization Project (WRP) is a multi-year project consisting of multiple phases. In December 2017, at the end of its second phase, the WRP team gradually rolled out a new that is service-focused and citizen-centric, with a new look and feel, and navigation menu.

Three Areas of Focus

  • New service-based themes: rather than providing services based on City’s organizational structure, the WRP applied a user-centric approach to bundle the City’s 260+ public-facing services into service themes and navigation
  • New design and writing style: a brand new website that is visually appealing, concise, action-oriented and delivers services and information in a way that is intuitive to users
  • New technologies: improved search and analytics functionality, and a cloud-based that is maintained by staff using an open-source web content management tool

Service Themes

We’ve updated with new service themes that bundle services and information together based on the valuable input residents, businesses and visitors gave us. The content within each of the service themes has been reduced, reorganized and rewritten, making it easier to find services and information. The service themes are:

User-Centred Design

The best way to improve a website is to listen to the people who use it. The WRP has followed a “User Centred Design” methodology, which placed the focus on the needs, wants, and limitations of end users.

As feedback was collected from a diverse group of external and internal stakeholders, the design concept and service bundling was adjusted, improved and tested again. Since 2016, we have led more than 3,000 interactions to gather feedback from residents, businesses, visitors and City staff.

We rely on volunteer Digital Citizen Advisors comprised of Toronto residents, visitors and business owners. These volunteers will continue to provide valuable feedback on many parts of the new design and navigation.

Testing has been conducted using online tools and surveys, and one-on-one and group sessions to gather information about the public’s overall experience with the website. They have provided input on accessibility, usability and the visual appeal of the site navigation and digital content.