Content recommendations connect users with information faster
Automation driven content recommendations on nsw.gov.au’s topic and subtopic pages are streamlining access to NSW Government information, enhancing browsing efficiency and reducing content management workload.
The OneCX Program aims to make it easier for users to find, use and understand information from the NSW Government on nsw.gov.au. A new feature, automated recommendations, is being introduced across the site. It quickly connects users to popular information, making browsing more personal and efficient.
Recommendation links show the most popular pages within specific sections, making it easier for users to find trending content. These automated recommendations are based on what's popular, saving content authors from having to check daily stats and manually update the links. This automation makes sure users always see the most visited pages quickly.
How it works
Trending content has now been replaced by automated recommendations. These recommendations draw from topic tags and URLs to automatically display related links and popular content, without the need for content manager intervention.
Some links are static and can be controlled when a topic owner recognises the need to promote a specific page. For example, when there is a special event coming up. Similarly, if a page isn’t relevant, it can be excluded from automatic recommendations.
Results
With 19 topic and sub-topic pages using automated recommendation links, this new personalised feature has had a positive impact. We’ve observed:
- 16% of users click on the recommendation links
- the automated recommendations get 180%+ more clicks on average
- while some content is recommended for short periods, such as the HSC timetable, other content like Driver Knowledge Test may be popular and recommended year-round
- 10 hours a week saved on manual content updates
Success story
Surfacing trending or popular grants helps users when they are browsing through hundreds of government grants in our Grants Finder. These programs now automatically appear as recommended links. Automated links to the Grants and Funding pages led to a 3,876% increase in user clicks.
Our approach of experimentation before we implement changes means that the transition to automated recommendations has been seamless for users of nsw.gov.au. Our NSW Government agency partners are also eager to test the placement of these links on other pages to make the user experience even better. This proactive approach demonstrates our commitment to using innovative technologies that streamline content delivery and improve the browsing experience for every user. As we continue to refine and expand these capabilities, nsw.gov.au is set to redefine how government information is accessed.