The so.ch website follows a clear objective: users should be able to get things done quickly, directly, and without unnecessary detours. Instead of reflecting the traditional administrative logic of “Which office is responsible?”, so.ch focuses on the user’s actual need: “What do I want to get done?”

The clear separation between Services and Administration makes the platform’s purpose immediately obvious and highlights its value for residents and businesses alike. This makes the website’s intent instantly recognisable, with all content structured in a logical and consistent way. It’s not just us saying this, but also the BOSW jury recognised this approach, awarding the site bronze in the category User Experience this year (humble bragging: We took two of the three podium places, winning silver in the same category for the relaunch of the Museum für Gestaltung Zürich website).

Information architecture – designed from a user perspective

The information architecture is carefully designed and tailored to the needs of its target audiences. All services are centrally organised, clearly categorised, and follow a consistent structure: What do I need? How does the process work? Which channels are available?

This standardisation enables users to quickly grasp relevant information and confidently navigate complex processes. At the same time, information is presented transparently, ensuring that even occasional users immediately understand what steps are required.

Functionality, interactivity, and usability for added efficiency

The website’s features are built around user needs. Each service page provides clear, easy-to-understand guidance and intuitive elements that are simple to use. Users are supported at every step—whether through digital services or traditional channels such as forms, phone calls, or in-person visits.

This reduces uncertainty, avoids unnecessary follow-ups, and makes interacting with cantonal services more efficient.

An inclusive website made for everyone

so.ch meets digital accessibility standards in line with WAI guidelines, ensuring equal access for all users. Content is written in clear language, navigation is consistent, and interactions are intuitive. The platform supports both digital and non-digital access.

This ensures that people—regardless of technical experience, age, or ability—can use the website efficiently and independently. By consistently focusing on user needs, so.ch delivers an intuitive, transparent, and inclusive platform that makes complex administrative processes easy to understand. Clear objectives, thoughtful information architecture, accessible features, and barrier-free design come together to create a user-centred experience that simplifies and streamlines interactions with cantonal services.

Looking to improve your public service website? I’d be happy to hear about your needs and challenges.