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Case StudY
HILLSBOROUGH COUNTY TAX COLLECTOR
Nancy Millan, the Hillsborough County Tax Collector, partnered with Chatter Buzz Media to create a streamlined and user-centric platform to reduce customer support inquiries, decrease in-person visits to physical offices, and encourage residents to perform tasks online at www.HillsTax.org. The new website needed to be easy for the internal team to manage, highly secure, fast-loading, and fully ADA-compliant.
SERVICES WE PROVIDED
Strategic planning, website mapping, creative development, production, coding, web hosting.
The Challenge
To Minimize Customer Support Calls And Office Visits By Providing A Comprehensive Online Experience.
It was imperative that the website would be easy to edit and allow the internal team to create new pages without external support. It had to be built with top-tier security, fast load times, and be fully ADA compliance to meet the needs of a large, diverse population in Hillsborough County, Florida. In the previous site, critical information was not easily accessible, which led to an increase in customer/staff interaction to answer simple, commonly asked queries.
Approach & Execution
To Address These Goals, We Conducted A Thorough Discovery Phase And Implemented A Strategic Process.
We began by interviewing Nancy Millan and all department stakeholders to understand the most frequently asked questions and the common reasons customers visited physical offices. This gave us valuable insights into the needs of both the organization and its users.
Data Was The Main Driver
In Developing the UX
Using Google Analytics, we identified the most visited pages and those with little to no traffic. Starting with over 300 pages, we developed a strategy to prune and streamline content. We analyzed pages that could be combined to reduce the number of clicks required to find essential information. This process allowed us to simplify the user journey.
We then created detailed wireframes, prioritizing a mobile-first design approach to accommodate the majority of users accessing the site via mobile devices. Separate designs were created for desktop and mobile to ensure optimal usability across all devices.
We simplified the intricate and vital staff recruitment process by automating it and taking it online
Staffing shortages, especially in nursing, is a common concern for any healthcare operation. We helped simplify the process by creating a careers portal on their website. Now instead of accepting applications via email and in person, they could drive interested practitioners to the web page for a more seamless submission of CVs.
The Results
We Made The Complex Beautifully Simple
By creating a user-friendly, secure, and accessible platform, we empowered the internal team to manage the site independently while significantly enhancing the online experience for residents. This project underscores Chatter Buzz Media’s commitment to delivering impactful and sustainable digital solutions.
35%
Reduction in phone support inquiries.
66%
Cut Page Count By Two-Thirds. Reduced pages from over 300 to just over 100, simplifying navigation and content management.
36%
36% improvement in bounce rate, reflecting better user engagement and streamlined navigation.
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