Strategy & Approach
This goal of being the best really resonated strongly with our strategy team. There are 50 states and at least three commonwealths (by our count) in the United States. That gave us 53 housing departments with websites we could analyze and take the ‘best ofs’ from to construct the DHCD’s website.
Unfortunately, we could not find a single thing we liked from any of these websites, so we went back to the drawing board. DHCD’s biggest challenge was that they’re staff would get inundated with calls from people who were unable to find information on their website. From there we discovered there were really two kinds of people who visited: those who knew what they wanted and just needed a phone number or form – and those who were completely lost.
With this in mind, we created the idea of a program finder and a “point of contact finder”. This would help solve the needs of those who had a general idea of what they wanted and those who knew exactly what they wanted.
For the last group – those completely lost, we took the approach of revising their menu structure to go by audience type instead of by program type. Now home buyers have their own home page, as do builders, and government reps.