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About Brisbane City Council
Brisbane City Council is the official governing body for the city of Brisbane, delivering information, community programs, and services to one of Australia’s largest urban populations. While the council’s core services were robust, their digital platform lacked the clarity and structure needed for modern user expectations. That’s when they engaged Metrix to redesign and optimize their public-facing website.
Challenges
The Council’s existing website suffered from poor performance and a confusing layout, making it hard for residents to find the services they needed. Key issues included:
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Disorganized Content Structure – Information was hard to locate and lacked logical categorization.
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Non-Functional Complaint System – The digital complaint submission feature was broken, leading to resident frustration.
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Slow Load Times & Navigation Issues – A sluggish interface made the user experience unnecessarily difficult.
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Difficulty Finding Reliable Support – Previous attempts to source expert development help had fallen short of expectations.
Approach
Metrix approached the project with a citizen-first mindset — ensuring accessibility, speed, and clarity were built into every layer of the redesign. The goal was to enhance the digital experience for residents, streamline complaints and service access, and ensure integration with the Council’s main platform.
Strategy & Execution
We deployed a full-stack redesign and development rollout with the following core actions:
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Content Categorization – Information was grouped by category and priority, helping residents locate relevant services faster.
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Complaint System Fix & Integration – We repaired and restructured the digital complaint form to restore functionality and improve usability.
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Main Site Integration – We ensured seamless connectivity with the Council’s core platform to centralize updates and services.
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UX/UI Design Refresh – The entire interface was updated with intuitive navigation, improved accessibility, and responsive layout design.
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Performance Optimization – We rebuilt the site to load faster and perform more reliably across devices.
Outcomes
The result was a complete digital transformation of the Council’s subsite — with improved structure, stronger integration, and a functional complaint system. Citizens can now quickly find the information they need, access services easily, and submit feedback or complaints without frustration.
Key Results
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Reduction in service tickets
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Increase in form submissions
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Reduction in average load time across desktop and mobile
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