In 2009, as an Information Architect with NavigationArts, I designed and led a usability study of travel.state.gov, the public web site of the State Department’s Bureau of Consular Affairs. The study revealed that the site’s structure didn’t reflect its users’ information needs — not surprising given the fact that it reflected organizational structure.
In 2010, based on the usability study findings, I proposed a complete restructure of the site’s information. The new site finally launched in 2013, after I left NavigationArts.
Sample pages from the Conceptual Organizational Model document:
travel.state.gov passports page before redesign:
uspassports.state.gov after redesign: