Client:
Ombuds
2024
Ombuds Brussels – Supporting citizens
In September 2023, Ombuds Brussels entrusted us with the task of developing their new website. This platform was designed to be accessible to all citizens, offering support in resolving conflicts with Brussels-based administrations.
The website’s core mission is to guide visitors toward the complaints service that best suits their specific needs. Ombuds provides various types of support depending on the context and nature of the conflict. As such, it was crucial to design clear and optimized pathways to direct users to the appropriate channel.
The most challenging aspect of the project was ensuring the website delivered enough information to empower so they know how to proceed to filter complaints. Conflicts between citizens and administrations can take many forms, but Ombuds only handles specific types. The website, therefore, needed to present the full scope of Ombuds' mission in a way that was both comprehensive and easy to understand.
To achieve this, we conducted a detailed analysis of the complaint submission process and follow-up system. This included an exhaustive content audit and close collaboration with Ombuds’ team to structure the information in the most effective way. We then created interactive wireframes, allowing us to test all user flows and ensure optimal functionality. This iterative testing process simplified the design phase, where we applied what had been validated through the wireframes.
Next, we developed a precise technical specification document, outlining all website functionalities and sections in detail. This document served as a foundation for briefing our development team, tracking progress, and ensuring the final website met all client expectations.
The website is hosted on Paradigm, the hosting infrastructure of the Brussels’ administrations, and is regularly updated by our team.
Besides the quality of the website and the great collaboration with Ombuds, we were extremely happy to contribute to creating a more accessible administration for the citizens.
Have a look to the website: https://www.ombuds.brussels/en
