Hello, I am Veri Lejeune
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I love to solve complex problems and think beyond aesthetics. Design & Planning are my passions and I believe the role of design is to turn a complex problem into a simple and great solution that works for the user.
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Background​​
One of the greatest challenges facing the Planning Division at Orange County is providing effective customer service through its digital platforms. The Division receives a high volume of phone calls each day because customers struggle to find the information they need on the website. Additionally, the development-related processes are not laid out, creating confusion for both residents and professionals. To address these challenges, a dedicated internal team was formed. Among several priorities, the website redesign was designated as Priority 1 (P1), as it serves as the public face of our services and a primary channel of communication with the community.
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​Vision Statement​
With the implementation of Vision 2050 (the new comprehensive plan) and the Orange Code ( proposed land use regulation), the Planning Division is committed to adopting technology-driven innovations. By improving our digital platforms: websites, forms, and tools, we aim to simplify planning processes and better support our community. Our vision is to modernize planning services to meet current and future needs.
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Problem Definition & Key Pain Points​​​
Difficulty Navigating the Planning Webpage
Issue: Clients struggle to locate relevant information due to unclear structure and poor user interface.
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Lack of Clarity in Form Completion
Issue: Instructions for completing forms are confusing, leading users to call for help. Layout and language are often not intuitive.
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Inconsistent Branding
Issue: Variations in fonts, colors, logos, and formatting reduce clarity and diminish public trust in official materials.
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Learnings​
This project deepened my understanding of:
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User-centered design in the public sector
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Anticipate delayed stakeholder feedback by implementing clearer review processes and improving collaboration during the mock-up stage.
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How to simplify complex content
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Implementing changes within the constraints of government systems
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The power of design in shaping trust and transparency between the government and the public.
Redesign the website: Core Challenges
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Challenge 1: Simplifying Language and Navigation
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The initial challenge was to simplify technical and bureaucratic content so residents, developers, and other stakeholders could quickly identify the services they need, without having to call the Division. Many users are unaware of what the Planning Division covers or how it overlaps with other departments.
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Redesign the website: Core Challenges
Challenge 2: Organizing Complex Content
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Orange County’s planning information spans policies, development review processes, special districts, and overlays. Grouping this information into an intuitive information architecture required significant analysis and strategic organization.
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Challenge 3: Ensuring Accessibility with Limited Resources
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As with many government websites, the project had to be executed with:
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Minimal budget
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Legacy systems
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Limited in-house development staff
Yet we were committed to maintaining high usability and accessibility standards.
Design Principles and Strategies Used
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✅ Use plain language, avoiding jargon and legalese
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✅ Add visual cues (icons, headings, buttons) to improve scan-ability
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✅ Group content by task, not department (e.g., “Apply for a Permit” instead of “Zoning Department”)
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✅ Build modular, reusable components to speed development and maintain consistency
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✅ Apply accessibility best practices from the start (ADA & WCAG compliance)
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Before and After
Before
After
After
Before
Key takeaway
One key lesson from this project was understanding that people tend to engage more once a page is live. Many minor fixes and content adjustments surfaced only at that stage, issues that could have been avoided with more active participation during initial mock-up reviews. This experience helped me refine my approach to communication and stakeholder coordination for future projects.
Other Materials and resources I designed:
Exectuvie Summary
