Information architecture, content audit and strategy
Diagnosing the problem comes first. Collaborating with editors and product or service experts, I enable or conduct different methods and techniques such as tree testing, card sorting, click testing, usability testing and analytics.
Some of the fixes can include merging or renaming sections, better explain the choices a user has, completely restructuring the site or move information around, add cross-reference links.
Following up with paper prototypes, surveys, more user testing and continue monitoring the live traffic.