A website that helps citizens go through difficult family matters

The Agency of Family Law replaced the former State Administration as of April 1, 2019, as the central Danish authority in family matters. As a result of the replacement and a comprehensive re-organization of case handling in the family law area, the Agency needed a new website that could support the new structure and function in an efficient, coherent and modern way.

As a long-term collaboration partner, Charlie Tango was chosen to design and develop their new website including a new screening solution, a special website for children and new self-service solutions, all supporting the overall business goal of being an effective authority solving the new visitation process in a good and well-functioning manner.

Deliverables

    Web
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Process 
and approach

The ambition throughout the entire project was to put the user and the specific user situation - often characterized as difficult and emotional - at the center. Therefore, with a customer-centric approach to the project, we conducted several user interviews and workshops, which were analyzed with the aim of improving and optimizing the design and user-flow of the website. In order to meet an ambitious deadline, we needed to have implementation, content creation and user-testing running in close parallel, which required ongoing alignment and prioritization.

The central website

The concept of the central website was designed with a strong focus on providing a situation-specific flow for the citizens seeking assistance in family matters. Based on an analysis, all elements and processes were designed with the aim of creating a calm, easy and clear presentation and navigation for the user in an emotionally difficult situation.

The screening solution

As a central element of the new website and company strategy, we carried out the technical implementation of a screening solution taking place automatically in connection with the application for divorce. The screening solution should function in a way so that answers to a number of questions concerning the user’s situation formed - via an algorithm - the basis for the subsequent visitation made by the staff of the Family Agency.

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The children website

Using the principles and elements from the main website, we aimed to design and implement a children’s universe supporting the needs in relation to family breakages of the intended audience (7-16 years). Based on comprehensive research and analysis, we designed a website with more simple navigation, dedicated tone of voice with video clip based content supporting the main communication track.

Self-service solutions

In addition to the sites, a new series of self-service solutions were constructed, inheriting the design language, ease of use and the new screening solutions.

All three solutions were implemented in Umbraco to ensure a web- based easy-to-use CMS providing the editors with an intuitive and easily accessible interface to maintain their content and build new content along with new functionalities become available.

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Results

The new website, including all new solutions, was delivered within a tight deadline and within budget, and provides the Agency of Family Law with a particular customized service to their users as well as a cost-reducing, time-saving case-handling process.

The result supports the Agency’s overall ambition of being an efficient and modern public authority allowing them to handle their cases digitally and easily. Moreover, the platform solution allows the Agency to always be up-to-date, as it enables the editors to easily update content and continuously maintain the high relevance for the users.

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