Citizens expect better.
Legacy websites are falling short.
And organizations with vital public missions are losing trust, users, and impact as a result.
Our latest case study exposes what’s going wrong with mission-driven websites and how smart, evidence-based modernization can fix it.
What We Found
Across government departments, regulators, and non-profits, we saw the same systemic issues:
- Important information buried under confusing menus
- Users abandoning tasks due to broken search or mobile-unfriendly layouts
- Accessibility barriers excluding large segments of the population
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Outdated content systems making it hard to update even basic information
But when organizations modernized using a user-centered approach:
- Task completion rates jumped from near-zero to over 90%
- Mobile usability and accessibility compliance reached national standards
- Engagement features like online commenting and seamless course registration increased participation
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Content teams could update sites quickly without relying on developers
Why This Matters
For public-facing organizations, the website is the front door.
When people can’t find what they need, they leave frustrated or worse, disengage entirely.
This isn’t just about bad design. It’s about broken service delivery.
Poor web experiences actively undermine trust in the mission.
They waste staff time, lose revenue, and exclude the very people these organizations are meant to serve.
And it’s preventable.
What You Can Do Now
Here are changes with immediate impact:
- Redesign information architecture around user goals, not internal structures
- Fix search and navigation so key tasks are one or two clicks away
- Apply accessibility best practices from day one, don’t retrofit later
- Invest in user research and co-design workshops to build internal buy-in
- Choose scalable platforms that empower teams, not restrict them
Download the Full Report
This summary only scratches the surface. The full case study includes:
- Patterns and pitfalls found across multiple public-sector websites
- Tested solutions with measurable gains in usability, trust, and engagement
- Implementation insights—from stakeholder workshops to CMS selection
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A blueprint for organizations ready to modernize with impact
Download the full report: Improving identity verification for organizations that service the public