Overview
We can’t recommend working with Emily enough. Emily has helped us make a comprehensive and cohesive website to ensure our residents know how to find the resources they need. She’s helped empower our team with the tools to make updates when needed but is also so responsive and helpful in situations where we need her support. You should hire her!
Catherine Sharp – Chief of Staff, Ald. Andre Vasquez, 40th Ward
In the Spring of 2022, the 40th Ward of Chicago reached out to me to redesign their WordPress website. In addition to the website being difficult for a small staff to maintain, it had become nearly unusable with an ad-hoc approach to adding pages to the main menu and multiple accessibility failures. The office relied heavily on social media to communicate with constituents because their website had become so difficult to manage. We worked with them to develop a more intuitive, maintainable website that could act as a single source of truth and provide the information needed by constituents.
Project Details

Launch date
2022
Website
Services
- Usability testing
- UX / Design
- WordPress development
- Accessibility testing, remediation
- Content strategy
- Writing, Editing
- Integration with AirTable
- Brand guide for web use
- Site migration to new host
- Project management
Tools
- WordPress
- CSS, PHP
- AirTable
- Lots of spreadsheets
Challenge
Our goals for the 40th Ward website were to prioritize accessibility and work to make content findable, useful, and actionable.
Usability testing with neighbors
We wanted to hear from people who might be using the 40th Ward site as a primary source of information in real life. The 40th Ward Office put out a call for testers. Some quotes from actual people testing the former website:
I wouldn’t expect that to be here.
I might go back and skim this (content) again just to make sure I haven’t missed something but I would find this to be a dead end. I might be inclined to give up on the 40th Ward website and try another city site.
I don’t see the information I need. I would probably just email or call the office.
How to define “top tasks” when existing data doesn’t exist?
Since there were no existing analytics, we used HotJar to set up a very simple feedback form on the existing site asking only, “What is the most important issue or concern to you in the 40th Ward?”. Reported priorities were more or less aligned with interactions the Ward office experienced with residents and businesses: safety, parking, zoning and construction, affordable housing.
In our tests, we also encountered lots of accessibility issues. Most frequent were color contrast failures and an overall lack of page structure. A few other issues we found: zoom was disabled (theme-related), underlined text was not a link, and no text-decoration styles at all on actual links.

Disclaimer: I am not an accessibility expert. I try to learn from people in the field (books, webinars, MeetUps, courses) and follow best practices (WCAG Guidelines).
In addition to testing with WebAIM and AXE browser extensions, we also used the Accessibility Checker by Equalize Digital.
We contracted the independent firm WeCo Accessibility to do manual testing of both the original and the new website. There were some aspects of third-party tools in use that were beyond our control.
Approach
Design Research
We explored websites for ward offices in the City of Chicago as well as the City of Chicago site for structural inspiration and naming ideas. Gov.uk and WhiteHouse.gov, as well as The United Stated Web Design System (USWDS), provided more inspiration.
We chose Public Sans, designed by USWDS, as our typeface for it’s readability. A shorter line-length and larger font-size is also implemented on the redesigned site.
Content development: intuitive navigation and connected content
In thinking about the site structure and navigation, we wanted to establish a clear, findable path to city services. The former separation by audience type, “Individual Resources” and “Business Resources”, felt like an ad-hoc distinction to try to make content fit somewhere. When new content was needed, a new page was created and added to the menu. Over time, this generated a navigation jumble which made things harder to find. Our project began with a full content inventory; as we progressed we interviewed all staff members to develop a comprehensive, durable site architecture.
We opted for a streamlined navigation item labelled, “Topics and Services”. This contains child pages that correspond to all (or most) of the city departments that the 40th Ward Office helps neighbors to navigate and access. Some liberties were taken with page labels to try to avoid organization-centric names in favor of what our audience might call things or look for.

In developing content we worked to follow plain language guidelines to avoid jargon, use shorter sentences, and generally keep information organized.
Our team updated existing page content and developed new page content to reflect the real scope of services provided by the ward office. The blog was also overhauled and a taxonomy was established to align with “Topics and Services”.
Results
The updated 40th Ward website now ranks very well in search – in fact, they often get inquires from constituents in other wards about city services. The website is also more accessible and accessibility training for content creators is an ongoing facet of our work together.
Significantly, we made sure the search function worked and improved our search results pages.
Search from the original website:

Search functionality after redesign:

For a look at where we started from, visit this Way-back Machine link!










