For a municipal website, a great online experience is when people can find what they need without friction. In Ajax, that goal shaped every stage of the redesign.

Through stakeholder engagement, user story sessions, interviews, and digital surveys, a clear pattern emerged: the existing website was not keeping pace with user expectations.

Search functionality was inconsistent, navigation paths were overly complex, and key information was often buried across multiple pages. As a result, many users defaulted to calling Town Hall or using external search engines rather than relying on the site itself.

This project was delivered within a uniquely complex environment shaped by accelerated timelines and evolving requirements. Like many municipalities navigating changing technology ecosystems and platform transitions, decisions, content development, and implementation often needed to happen in parallel rather than in sequence.

At the same time, content needs continued to evolve as teams explored new possibilities and priorities emerged across departments. Through close collaboration, flexible workflows, and a shared focus on outcomes, the project maintained momentum while creating a stronger foundation for the future.

Accessibility was embedded throughout the redesign process to ensure the platform meets AODA requirements and supports a broader range of user needs. Clearer content structure, improved readability, and inclusive design considerations all contribute to a more equitable digital experience.

Beyond the front-end experience, the new platform was built with the future in mind. From integrations and self-service tools to alignment with upcoming CRM systems, the website is designed to evolve alongside the Town’s broader digital ecosystem rather than operate as a standalone tool.

The new Town of Ajax website now serves as a more reliable entry point to municipal services — one that reflects how people actually search for, navigate, and act on information.