VicRoads
Homepage and Navigation Redesign
Project Definition
VicRoads is one of Victoria’s highest-traffic digital services, handling over 3 million homepage visits a year.
This project focused on two critical areas:
- Homepage redesign
- Global navigation across logged-in and logged-out states
We needed to solve major usability issues while supporting CMS independence, mobile first, and high-volume public service flows.
The Problem
Key tasks weren’t being completed.
- Users were confused about where to go, especially between “Licensing” and “Registration.”
- The site menu was often ignored.
- Mobile and desktop offered inconsistent experiences.
- Search was used only as a last resort.
- Logged-in flows via myVicRoads were clunky and hard to navigate.
My Role
I owned UX strategy and delivery across both homepage and navigation redesign.
- User research and usability testing
- IA and content restructuring
- Prototyping and interaction design
- Accessibility integration
- Cross-functional collaboration with dev, QA, and content teams
- Workshops and stakeholder alignment
What I Did
Research Led, Task Focused, System Aware
- Conducted multiple rounds of user testing with 298 participants
- Re-architected the homepage using tabbed tiles for core tasks like Licensing and Registration, with mobile parity built in
- Developed widget-based flows for high-traffic tasks (e.g. check/pay rego)
- Created multiple global navigation concepts for logged-in/out states and tested across scenarios
- Solved issues with tab switching, menu interactions, and task findability
Global Navigation
We identified key issues in the logged-in experience, and simplified login, logout, and cross-service journeys:
- Users struggled to log in and log out
- Switching between content and myVicRoads was unclear
- Menu logic broke down on mobile
- We iterated and tested multiple nav structures.
- Result: A simplified, task-prioritised nav with clear login/logout states and better cross-journey consistency.
The Impact
Measurable uplift and CMS-independent scalability
- 15% uplift in digital service completion rates
- Homepage significantly outperformed legacy design on all key tasks
- Long-standing navigation issues between content and myVicRoads resolved
- Global nav now supports mobile parity and CMS-agnostic deployment
Key Takeaways
Real users > best practice
- Users don’t read, they scan
- Tabs beat menus when time is tight
- Mobile-first must be task-first, not just responsive
- “Best practice” top nav failed, users preferred the legacy side nav
- Every assumption must be tested, especially when volume is high and margin for error is zero
