The Office of Rail and Road (ORR) is the independent regulator of Britain’s rail and highway networks, responsible for ensuring safety, and that operators are delivering value to tax payers and their customers.
The ORR was in the unenviable position of being tethered to technology that was no longer fit-for-purpose.
Their old CMS was no longer supported after becoming increasingly customised through various builds that had been bolted onto their original system to patch holes and fix issues.
This resulted in the small in-house team dedicating much of their time to fixing, rather than improving their digital offering.
To emphasise the issues the team faced, a survey from users in 2012 revealed the following issues:
- 68% did not get everything they wanted from their visit
- 53% were satisfied or very satisfied with ease of use
- 51% were satisfied or very satisfied with the design of the website
- 39% were satisfied or very satisfied with the ease of finding what they were looking for.
The ORR is committed to providing accurate and transparent content on all the work they do, so needless to say, the technology they were stuck using didn’t allow them to do this, creating an environment that made it difficult for the team to deliver a good user experience.
After a great deal of research, Squiz were chosen as the partner for the ORR, who didn’t want to rely on proprietary based software.
Working with Squiz would also give the ORR flexibility to use their in-house expertise on various aspects of the website, combining with Squiz on areas where there may be knowledge gaps.
The goal was to redevelop the ORR website, making it easier for the web team to implement changes, whilst providing all of their content digitally in the first instance.