If you work in a public service organisation, chances are your website isn’t just a digital brochure. It’s often someone’s first step in asking for help, accessing support or trying to understand their rights.
Which means user experience isn’t just a nice to have. It’s fundamental to trust, inclusion and delivering the service people expect.
Here’s why it matters so much and what you can do about it.
Accessibility means inclusion
If your website isn’t accessible, it’s not inclusive.
That means people with disabilities, whether they’re using screen readers, keyboard navigation or simply need larger text, may be left behind. And let’s be honest, these are often the very people your organisation is meant to serve.
Accessibility isn’t about ticking a compliance box. It’s about ensuring everyone can access support when they need it, how they need it.
Frustration costs more than you think
A confusing website doesn’t just irritate users. It creates more admin for your team.
When people can’t find what they’re looking for, they call. They email. They fill in the wrong form or miss a crucial step. All of that becomes more work and more cost on your side.
Good user experience reduces all of that. Clear navigation, helpful content and intuitive forms mean fewer mistakes and fewer support queries.
Trust comes from clarity
Here’s something that often gets overlooked. Your website’s ease of use directly impacts how trustworthy your organisation feels.
If someone struggles to use your site, they might start to question whether your service is reliable.
A clean, intuitive interface builds confidence. It tells people, “We’ve thought about your experience. We’re here to help.” And that goes a long way in public service.
A good user experience doesn’t just improve your website. It makes your service more accessible, your team more efficient and your organisation more trusted.
If you’re planning a website refresh and want to get the user experience right from the start, we specialise in helping public service organisations.
