• We asked you to complete 10 common tasks as an online navigation activity to provide us insights into navigation and how you find information on our website.

What Worked Well

• Strong overall performance, with an average task success rate of 71%.
• Participants consistently selected the correct top-level category for key tasks.
• Find your bin day (94%) and Join a local sports club (94%) were the highest-performing tasks.
• Starting a business (88%) and Pay your rates (83%) also achieved strong success rates.
• Categories such as Waste and recycling, Employment and business, and Building, planning and transport aligned well with user expectations.

Opportunities for Improvement

• Libraries (76%) and Building permits (76%) were less intuitive, with users taking indirect paths to find information.
• Users often associated libraries with People, pets and community rather than Events, leisure and arts, indicating some category overlap.
• Rates information was found successfully overall, but many users explored multiple sections before locating it, suggesting the placement under About Council may not match user expectations.
• Results indicate that while users generally chose the correct top-level category, some struggled with navigation deeper within sections.
• Additional cross-linking, clearer labels and improved wayfinding between related categories could help reduce missteps.

Your input helped us better understand how you find information and access services online. The feedback provided valuable insights into what was working well and where improvements were needed.

As a result, we’ll be delivering a:

• Simpler and clearer navigation
• Improved accessibility
• A better overall user experience

Website improvements are expected to go live at the end of the year. Thank you for your participation to play an important role in helping shape the final outcome.