A Victorian water authority

The question

The authority publishes flood risk maps and guidance so residents can understand and act on their projected flood risk. Too few were acting, and avoidable calls, emails and complaints were adding up. Why weren’t people getting what they needed?

What we did

We combined 12 qualitative interviews with a 100-person survey. The survey tested which designs residents preferred, where they clicked first and whether they understood what they read. We then mapped the resident journey across eight stages, from first awareness through to acting on their risk and telling others.

What we found

The content was largely there. The problem was cognitive overload: too much information, in an order that worked against residents’ priorities. People dropped off before reaching the part that told them what their risk meant and what to do next.

What changed

The fix was reframed as an information architecture, sequencing and prioritisation exercise. Recommendations included progressive disclosure, making address search more prominent, plain-language risk verdicts and tailored next steps. Findings were presented directly to the program’s government stakeholders.