Join us on our mission to understand the genuine needs, desires and frustrations of the diverse stakeholders of Bannau Brycheiniog. This case study provides a peek into our meticulous user research approach, our evaluation process, and how we laid the foundation for a more intuitive, future-ready digital experience.
Renowned for its natural beauty, vibrant wildlife, and rich cultural heritage, Bannau Brycheiniog (formerly known as the Brecon Beacons) stands as one of Wales’ most cherished national parks.
As a hub for a variety of activities, arts, culture, and even unique sports, it attracts countless tourists and serves as a beloved home to many local residents and businesses.
With two primary digital platforms, one for the Local Authority and another for the National Park, Bannau Brycheiniog recognised a need to evaluate if the existing model was still serving their diverse stakeholders effectively.
Bannau Brycheiniog sought to partner with a Welsh-based agency that excels in user experience and user research.
Through a competitive process, they chose us to undertake this intriguing project. The mission was to comprehensively understand the needs, aspirations, and challenges of various stakeholders who regularly interact with the park.
Our collaboration kicked off with a shared ambition to gather deep insights, which would inform major changes, like potential alterations to their website or brand.
In our journey to unveil the true voice of Bannau Brycheiniog, we turned to the real-life experiences and expectations of the people closest to it.
The first step in this process was to partner with the National Park and Local Authority teams to understand their future ambitions and the sorts of things they’d like to know about their external stakeholders. These conversations then guided the creation of our question set and research strategy.
Four distinct research participant segments were identified: local residents, local businesses, tourists/visitors, and staff/volunteers.
The two websites already contained a large amount of useful information, so a vital part of our journey was the assessment of the existing user experience. Rather than simply asking “what do you think,” we needed to ask “how easy is it to find?”
Using carefully crafted exercises, we carried out user-based testing to understand how different people with different interests would interact with the content and navigate their way through the existing websites.
This hands-on approach, coupled with our follow-up of analysis and recommendations, provided useful insights into how users journeyed through the Local Authority and National Park websites of Bannau Brycheiniog.
While we’d love to spill the beans on all the intricate details of our recommendations, some secrets are best kept between us and our clients! That said, it’s worth mentioning our research had a significant influence on the National Park’s recent evolution and future roadmap.
Having undergone a name change, Bannau Brycheiniog—previously known as Brecon Beacons—has returned to their centuries-old heritage. This shift is also paving the way for potential improvements in website design, digital presence, and user journeys that will make interactions with the National Park and Local Authority easier in the future.
From the name change echoing the whispers of ancient tales, to setting the stage for future digital experiences, our collaboration has breathed new life into how both locals and visitors discover opportunities and interact with this iconic Welsh treasure, something we’re incredibly proud of.
Jonny Allbut, Head of Experience
“Understanding the intricate relationship between human interactions and digital platforms is the cornerstone of exceptional User Experience. This insight compels us to craft websites that not only engage, but also resonate with users on a profound level. Having the privilege to contribute to the digital transformation of Bannau Brycheiniog; an institution that is both historically significant and globally recognised as a symbol of Wales, fills us all with immense pride and a sense of accomplishment.”