“The enhanced mobile responsive VicRoads website has revitalised the channel, improved accessibility and delivered an improved customer experience. It sets the foundation to broaden the services VicRoads can offer to Victorians online.” Paul Matthews, Executive General Manager, Communications & Stakeholder Engagement, VicRoads

Applied capabilities

  • Digital Content
  • Mobile
  • Strategy
  • Web

See our Capabilities

Awards

  • Webby Awards Honouree
  • Sitecore Experience Award Best Systems Integration

Improving customer service through the online channel

VicRoads acknowledged that the changing needs and expectations of its customers were not being met by its existing online presence. Legacy systems posed significant constraints on the business to implement the latest web capability and technology.

Deloitte were engaged to redesign and develop the website, leveraging current digital communication trends to provide the optimal experience on desktop, tablet and mobile devices.

Bigger, better and responsive

Our user research showed that most customers would prefer to interact with VicRoads through the online channel and expect to be able to complete most tasks on different devices. This supported our recommendation for responsive design where there is no distinction for end users between mobile and desktop versions of the website.

The new design is clean, current and user-centred, allowing VicRoads customers to complete tasks and find information quickly and efficiently wherever they are. The website is also AA compliant with Web Content Accessibility Guidelines 2.0.

Integration into existing systems

In supporting the business, the web delivery environment had become overwhelmingly complex with multiple service arrangements and technology components. This delivered a disjointed user experience that continually took the user away from the main site. The new website, built on the Sitecore CMS platform, has integrated many of these existing systems to provide a seamless user experience. The next phase of the program will include redeveloping legacy web assets on the Sitecore platform, and implementing new online transactions to provide greater self-service capability.