A Customer-Oriented Approach to Consumer Protection

Federal Trade Commission

You probably know the feeling—navigating to a website only to be flooded by a sea of irrelevant information. Our clients at the Federal Trade Commision (FTC) found themselves facing this common digital challenge: how to create a site that acts as an exhaustive hub of broad-ranging resources, while effectively directing unique audiences to the content that’s most relevant to their needs. 

Services

  • Analytics
  • Program Management
  • Strategic Planning
  • User Experience
  • Website Design

Challenge

The Federal Trade Commission is a bipartisan federal agency with a dual mission to protect consumers and promote competition. This means FTC’s audiences range from Federal authorities fighting fraud to Americans anxious about identity theft—and everyone in between. In the absence of a user-centric digital strategy and a more robust CMS, website visitors faced an uphill battle trying to navigate a chaotic disarray of disparate regulatory and reporting information.

Solution

Through an in-depth discovery process that included analytics assessments, user interviews, and audience surveys, U.Group focused in on the tasks and content deemed most important to FTC audiences, such as filing a complaint or reporting identity theft. We engaged with stakeholders across the Commission and external FTC users with the goal of using quantitative and qualitative data to fully understand this immensely complex organization, and draw up a blueprint for improving its online ecosystem.

Result

We delivered a report chronicling our findings into actionable recommendations. With research at the foundation, our strategic roadmap laid the path forward for a complete redesign in the new Drupal 8 CMS.