Improving digital services in the public and non-profit sector: Where to begin

For many public and nonprofit organisations, digital services have grown over time, shaped by funding cycles, internal priorities, and urgent needs. The result is often a complex mix of websites, apps, portals, and digital communication channels that can be difficult for users to navigate.

At Path, we work with public sector and government-funded organisations to make sense of this complexity. Our approach is rooted in UX research, usability testing, and user-centred design, all underpinned by a practical understanding of public sector and not-for-profit realities.

Here’s how we recommend getting started.

1. Review Your Current Digital Landscape

Begin by taking stock of all the platforms and tools your organisation uses to communicate and deliver services. This might include your main website, microsites, mobile apps, email newsletters, PDF downloads, and any third-party platforms.

Ask yourself:

• What’s the purpose of each channel?
• Who is using it, and how?
• Are there overlaps or gaps?

This early audit doesn't need to be exhaustive, just enough to get a picture of your digital footprint.

2. Run an Accessibility Audit

Accessibility isn’t optional. If your digital content isn’t accessible to everyone, including people with disabilities, older users, or those using assistive technologies, it isn’t truly effective. It is also essential for compliance with the European Accessibility Act (EAA).

An accessibility audit can help you identify key barriers and begin building a more inclusive service. It's also an opportunity to meet legal obligations and align with best practices such as WCAG standards.

3. Talk to Your Users

You might think you know what your users need, but until you ask them directly, you're working on assumptions. Through user research, we help public sector and government-funded organisations gain clarity on what users actually want from their digital services.

That might involve:

• 1:1 interviews with service users
• Online surveys or feedback forms
• Observing how people interact with your website or app

The goal is to surface real-world pain points, unmet needs, and opportunities to improve.

4. Conduct Usability Testing

Once you have a sense of what’s working (and what’s not), usability testing helps validate your assumptions. Watching users try to complete common tasks on your website or app can quickly reveal sticking points often in places you least expect.

You don’t need a lab or fancy equipment. Even five short remote sessions with real users can offer powerful insights that drive smarter decisions.

5. Build a User-Centred Roadmap

Armed with the insights from research and testing, you can start building a roadmap for improving your digital services. This should be grounded in user-centred design, balancing user needs with organisational goals and constraints.

The most effective roadmaps prioritise:

• Quick wins that immediately improve usability
• Medium-term fixes to streamline journeys and content
• Longer-term opportunities for platform consolidation or redesign

How we can help

Improving digital services doesn’t have to mean a full-scale redesign. Often, it’s about slowing down, understanding your users, and making targeted, research-informed changes.

If you work in the public or not-for-profit space and want to take the first step, we’d love to help. Get in touch to talk about how user research, accessibility audits, content audits, and usability testing can shape a better digital experience for the people you serve.

Schedule an initial conversation with us