User research - Workshops - Plain language - User testing - Graphic design
Citeo's guides have been merged and simplified to improve clarity, consistency and user experience.
2024
As an approved eco-organization, Citeo is responsible for supporting companies in their Extended Producer Responsibility (EPR) approach to household packaging. Faced with rapid growth in its customer base and complex regulatory requirements, the company found that its communication tools, in particular the declaration, tariff and eco-modulation guides, were no longer adapted to users' needs.
The main challenge was to simplify and streamline documents, while retaining their informative value and regulatory compliance. The aim was to reduce the cognitive load on customers, improve their experience and enhance their ability to comply with legal obligations.
The project streamlined content by merging the tariff guide and the eco-modulation guide into a single, clearly structured document tailored to user needs. This approach simplified the language and integrated graphic elements to facilitate navigation and comprehension, while laying the foundations for a user-centric redesign of future tools, notably the declaration guide.
This initiative has reduced redundant information and resulted in a more coherent and accessible document, aligned with customer expectations and Citeo's objectives. It represents a key step towards a global improvement of the user path and declaration tools, with the ambition of transforming them into levers of simplification and customer engagement.
