Navigation reflects the organization chart instead of the questions people bring to the website.
Service 01
Strategy & information architecture
Make navigation match the questions people ask, not the way the organization is structured.
What we see
Problems we usually find.
We interview staff, review content and search behavior, then map the tasks visitors need to complete. The result is a sitemap and page plan the whole team can discuss.
Important pages compete with outdated, duplicated, or low-value content.
Stakeholders hold different assumptions about audiences, priorities, ownership, and success.
A redesign begins with visual preferences before the underlying service model is understood.
What we do
What Townline does about it.
We put visitor questions, staff knowledge, content evidence, and technical constraints in one working plan. That plan gives the team a shared basis for scope and navigation decisions.
Audience and task research
Identify the people using the website, the questions they bring, their highest-value tasks, and the barriers in their current path.
Content and analytics audit
Combine content inventory, search behavior, analytics, support requests, and stakeholder evidence to reveal what deserves attention.
Information architecture
Build a task-based sitemap, taxonomy, navigation model, and page hierarchy that make the right starting point obvious.
Governance and measurement
Define ownership, review rules, success measures, and a practical roadmap so strategy survives beyond the initial project.
Scope
What is included.
We confirm the final list after reviewing the platform, content, integrations, staff capacity, procurement rules, and priority tasks.
Typical deliverables
- Stakeholder interview plan
- Analytics and on-site search review
- Keep, rewrite, merge, or archive inventory
- Task-based sitemap
- Page and content models
- Ownership and measurement plan
Strong fit for
- Organizations planning a redesign
- Teams with complicated content or services
- Projects that need stakeholder alignment before procurement
Intended outcomes
What should improve.
Faster paths to priority information
A defensible, shared scope
Less duplicated and outdated content
Clear ownership and measurement
Service inquiry