At VerseOne, we understand that a successful digital front door in social housing depends on clear, intuitive pathways. Whether it's a resident reporting a repair, applying for housing, or a staff member accessing policies and operational tools, our goal is to ensure every user can quickly and confidently find what they need to complete their task.
Information Architecture (IA) is the foundation of this experience. We go beyond simply “organising content” to create a structured digital environment where navigation feels natural, frustration is reduced, and outcomes are improved for both residents and staff.
Our proven methodology, refined over 17 years, involves an in-depth analysis of the different personas interacting with your digital touchpoints — including residents, applicants, frontline housing officers, repairs teams, and corporate staff — across websites, intranets, portals, and mobile apps. We assess the types of information each group needs and how they expect to find it.
When IA is done properly, it:
Increases operational efficiency
Supports regulatory and accessibility compliance
Improves resident satisfaction
Reduces avoidable contact and support costs
VerseOne's Website IA Methodology underpins every digital solution we deliver and forms a core part of our ongoing value-added services, ensuring your digital platforms continue to deliver long-term value and measurable outcomes.
Our methodology is built on nearly two decades of sector expertise. We conduct detailed persona and content analysis — from residents and leaseholders to customer service teams and senior leadership — ensuring your digital touchpoints deliver immediate, practical value.
A strong IA strategy does more than improve how a site looks. It streamlines services, supports compliance, and delivers cost savings by reducing reliance on contact centres, manual processing, and duplicated effort.
Information Architecture describes how information is structured within a system — how content is grouped, labelled, and navigated. Effective IA allows users to move logically through a website or portal, confident they are getting closer to the information or service they need.
Most people only notice IA when it fails — when they can't find a repairs form, eligibility criteria, or key policy information.
IA is a core component of user experience (UX) design. It focuses on organising content, structuring websites and apps, and enabling users to find and understand information with minimal effort.
A well-designed IA ensures residents and staff spend less time searching and more time completing tasks successfully. Key activities include:
Identifying patterns and common themes in content
Grouping related information logically
Connecting related documents and services
Optimising on-site search to surface relevant results quickly
Poorly structured information doesn't just frustrate users — it creates real risks for housing providers:
▶ Low Staff Adoption
Poor IA on intranets leads staff to rely on outdated documents or informal workarounds, increasing operational and compliance risk.
▶ Compliance & Accessibility
Failure to meet WCAG 2.2, GDS, and regulatory requirements can expose organisations to legal challenge and reputational damage.
▶ Increased Operational Costs
When residents can't find answers or self-serve online, they default to phone calls, emails, and in-person visits — driving up avoidable contact and costs.
As content volumes continue to grow, these challenges only intensify. A robust IA is one of the most effective ways to ensure users can consistently find what they need.
Key benefits include:
Improved resident trust and satisfaction
Better SEO and discoverability
Reduced support and contact centre costs
Increased staff productivity
Lower overall operational costs
Delivering an exceptional user experience is not a one-off exercise. Over time, even well-designed platforms can become cluttered with legacy content, duplicated pages, and outdated navigation.
The VerseOne IA Review provides a comprehensive health check of your existing digital estate, identifying quick wins and strategic improvements. Our recommendations help ensure your digital presence remains clear, accessible, inclusive, and effective for residents, staff, and stakeholders alike.
VerseOne is the market-leader in our chosen sectors, and we know that we can make a positive difference to your organisation.
If you would like to find out more about any of our products or services, we would love to be able to tell you more - or even to demo them to you.
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