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  • Case Studies
  • 5
  • Strategic UX Research & Discovery for University Website Redevelopment

Strategic UX Research & Discovery for University Website Redevelopment

Fishgate was appointed by Stellenbosch University to conduct a comprehensive research and discovery programme to inform the redevelopment of its institutional website.

The objective was to establish a clear, evidence-based foundation for the future platform, ensuring that decisions around user experience, content structure, and functionality were aligned with the needs of diverse audiences while supporting the university’s broader communication objectives.

The Challenge

The Stellenbosch University website had evolved into a large, decentralised and content-heavy platform serving multiple audiences across faculties, departments, and administrative environments.

Key challenges included:

  • Fragmented user journeys across different audience groups
  • Inconsistent content structures and navigation
  • Difficulty for users in locating relevant information and services
  • Limited alignment across internal stakeholders
  • Decentralised content ownership with no clearly defined governance model

A structured understanding of both user needs and institutional requirements was required before redevelopment could proceed.

Our Approach

We designed and implemented a structured research programme combining qualitative, quantitative, and behavioural insights to build a clear and actionable understanding of the current state and future needs.

Stakeholder Engagement

Engaged with key groups across the institution, including:

  • Web contributors across faculties and administrative environments
  • Academic and operational staff
  • Current students (undergraduate and postgraduate)
  • Senior management and executive leadership

This ensured alignment between strategic priorities and operational realities.

Qualitative Research (Focus Groups)

Conducted targeted focus groups to explore:

  • How different audiences interact with the website
  • Current challenges and frustrations
  • Content and functionality requirements
  • Expectations for an improved user experience
Quantitative Research (Surveys)

Implemented a large-scale survey programme across key audiences, including staff, students, prospective students, alumni, and general users.

The research generated over 2,200 responses, providing meaningful insight into:

  • User behaviour and intent
  • Information and communication needs
  • Language and accessibility considerations
  • Perceived gaps in the current platform
Behavioural & Data Analysis

Analysed existing website performance using:

  • Google Analytics
  • Tagging and heatmapping

This validated user journeys, identified high-friction areas, and provided a clear view of how users interact with content.

Content & Platform Review

Assessed the broader digital environment, including:

  • Content structure and duplication
  • Navigation and information hierarchy
  • Decentralised content management practices
  • Operational constraints across departments

This ensured recommendations were both user-centred and practically implementable.

Key Outputs

The project delivered a comprehensive set of strategic outputs, including:

  • A detailed research report with findings and recommendations
  • An executive summary to support leadership alignment
  • Stakeholder and executive presentation decks
  • Raw data sets for transparency and future use

Recommendations covered:

  • Target audience definition and prioritisation
  • User journeys and experience design principles
  • Content structure and information architecture
  • Functional and platform requirements
  • Language and communication approach
  • A governance and operating model for content management

Outcome

  • Established a clear, evidence-based understanding of user needs across all key audiences
  • Defined and prioritised user journeys
  • Provided a structured approach to content and navigation
  • Enabled alignment across faculties, departments, and leadership
  • Reduced risk and uncertainty ahead of redevelopment
  • Created a strong, informed foundation for the future digital platform
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