The Thing Impacting Your Online Sales – and How to Fix It

You don’t need facts and figures to know that we rely on the internet for work, play, and everything in between, but here’s one anyway. Did you know that according the ACMA’s latest Communications Report, 100% of Australians aged 18-34 access the internet everyday?

It shouldn’t be a surprise to anyone that internet usage has become an active part of our daily lives. What is surprising, however, is how long it’s taking for brands to catch up. There’s no longer any excuse to not invest time and money in creating an exceptional user experience (or UX) for the customers who are engaging with you online – especially now that you have the ability to get real-time data about how audiences use it.

We spoke to our in-house UX/UI Designer Josh about the strategy behind some of our recent UX-centric projects.

Office of Local Government (OLG)

The OLG is responsible for all 128 local government districts in NSW, and their content-heavy website required more than a redesign. ‘We needed to understand the purpose of the website:what users needed to do their jobs or make their lives easier,’ Josh says. Therefore, our first UX task involved implementing online surveys, site-wide heat maps and Google tracking to analyse user journeys and compile a strategic audit report that detailed what was and wasn’t working on their current website. Armed with this info, we were able to develop an entirely new site architecture that focused on helping users find the information they want faster.


NSW Health’s Centre of Health Record Linkage engaged us to digitise their incredibly detailed data linkage system. ‘The UX challenge of this project was creating an easy, searchable database that covered all the different data groups,’ Josh says. We worked closely with CHeReL team during the ideation process, constantly refining our prototypes. The final product was a streamlined and intuitive interface that offered three clear user journeys for CHeReL’s three primary user types.

Black Dog Institute (BDI)

BDI’s MyCompass is a free internet and smartphone-based self-help program for people with mild to moderate depression, anxiety, and stress. ‘This website is dealing with sensitive issues, so we wanted to treat our users with respect,’ Josh says. We completely overhauled their UX/UI, improving the site navigation, lightening the colour scheme, and rebuilding the website onto a fully mobile-responsive platform. Not only did this ensure users could interact with the tools in a stress-free way, but it also allowed for the easy customisation of new modules – making the website more economical for BDI to maintain in the long term.‍

At its essence, UX is the practice of putting the wants and needs of your customers front and centre. That’s something we know how to do very well at Heard Agency – both in the digital space and beyond. Chat to us today if you want to target your target audience more effectively.