// about service

Why a TCT Research System?

Our research phase is comprised of a ten step systems

From a websites consultant’s perspective, by far the most important part of the website design and development process is the research phase. This is the first step in the process and includes research and analysis to identify how the website can best serve the needs of the government agency. The Tejon Citadel TechLabs LLC Research System is one of the cornerstones of our service and crucial for clients because this sets the achievement of agency goals at the core of the digital strategy.

//our ten step system

Website Research System

The research system encompasses ten systematic steps and is initiated with a combination of desk research and background research, followed by a workshop. This system enables us to work closely with each government client, confirm or dispel any assumptions and zero in on the specification for the website build and future development. This allows us to gain a deeper understanding of the business so we can execute better design decisions. The Minimal Viable Product (MVP) can be decided on in the research phase. It may even be discovered the agency needs an app, intranet or extranet and not necessarily a website.

Essentially, the key output from this process is a wireframe of the website and a mission plan for the way forward. Here we describe the ten steps in this system:

Needs Assessment Session

The first step is a strategic approach to assess the needs of the government organisation, including identifying long-term objectives and internal and external influences. This video call session normally takes one to three hours and will generally involve key stakeholders, such as the technical officer, board members, key marketing, and stakeholders.

During this session what we intend to discover includes: departmental drivers and objectives, the purpose of the website, required website outcomes, security requirements, problems with the existing site, routes to market, marketing strategy, and what the website should do – is it a static brochure or an interactive portfolio tool, the front to a department, or a complete asset reservation system? Our government clients are the experts in their business, so we will also explore what websites they do and do not like and identify how and departmental restrictions or limitations may apply.

Additionally, we will determine the available budget; in having a clear range from the outset our team can then recommend solutions and specifics based on the budget available. Lastly, we look at establishing milestones: it is good to establish realistic expectations from the outset as a website build can take anything from six weeks to six months, depending on the scale and complexity of the site.


This includes desk research, such as inter-agency and industry research. We also conduct user interviews to discover responses and opinions about the current website (if one exists) or to test out potential end-customer thoughts on what they would require from the website.

We will review existing analytics and data gathered from user tracking via tools to assess vital information about user behaviour within the existing website.

Site Mission Objectives

Here we investigate what client and business needs the website must address, and what functionality is required to achieve this. At the top level the website goals could be to provide public services, educate, share content or take reservations. We will then dive deeper and identify metrics required to support achievement of the mission objectives. These objectives could be: increasing the number of monthly unique visitors, page views, reducing bounce rate, meeting public outreach targets, boosting engagement in content and followers, building email subscribers, search ranking, improving content quality, encouraging downloads, conversions, promoting civic action, reducing admin around enquiries or media attention.

Analytical Review

Starting with the viewpoint of any challenges the agency is facing, or objectives the department wants to maximise, we use Google Analytics among other tools to study the current site performance. We are looking for data such as most visited pages, organic keywords, desktop vs mobile traffic, site search, user flow, pages that users ‘drop off’, average view time, bounce rate, marketing tools or priority focus areas. Generally, at least 1 year’s data is required to generate an accurate history of performance.

If we are developing a new website without any historical precedent, we will focus more on early analytics during the first weeks and months and adjust accordingly.

Conversion Review

Conversions come in many forms including offers redeemed, online contacts, phone calls recorded from site, call-back requests, contact form completion, or download content requests. We will also assess what elements are converting well, and not so well. Conversion rates may or may not apply and will be considered differently for each government agency. If there is an existing website, we will proceed using the site as a client would and use our findings to inform our suggested solution.

User Persona Creation

Crucial to the process, this involves developing typical user profiles and informs the design process. User personas are fictional characters that describe each type of potential user. Having detailed personas means we can design the best user experience. There may be different types of users within each segment, for example: prospective, existing, or returning client, media, potential employees, regulators, and auditors. By learning about each type of user’s needs, and creating a user flow chart, we can enhance the experience of each user and make sure they achieve their goals on the website in a shorter transaction time.

Sitemap Creation

A sitemap is similar to a content table. We identify pages and the hierarchy of the pages in addition to the links between pages. If we are redesigning an old website, we decide the pages to keep or remove and may restructure the top-level navigation to improve the user experience.

Lo-fi Wireframes Creation

Wireframes are similar to the blueprint for the website and helps us to better prioritise content. We create this wireframe site outlined a starting point for the visual design and structure of the website. This helps to better illustrate how the content and functionality will be laid out on a page while considering user needs and journey.

Course Illustration Creation

We map out the users’ course through the site from first hit to the end objective. From a client’s perspective, this is essential as we want to make sure each persona and segments of the target audience can access the information they need and then act accordingly and efficiently.

Technical Specification Executive Report

The technical specification executive report goes into great detail outlining how we will design and develop the website. Where the website is at the core of the government agency or department, specific security requirements, accessibility requirements. We will also look at other elements such as, loading times or any legal consideration.

All our findings and recommendations are then pulled together into a comprehensive technical document.
//Create awesome things together

Your design and development partners

The Tejon Citadel TechLabs LLC Research System phase and website specification is available as a stand-alone service, or as part of a full website project. Our team of experts and government liaison agents are here to help government agency web design to drive civic action, brand awareness and campaign awareness.

If you would like to find out more, please get in touch with get in touch.

Our services include .

Progressive Web Applications
From a user experience progressive web apps provide an experience similar to an app providing fast load, the ability to use apps offline and installation to the home screen. However progressive web apps are instead developed using open web standards and functionality. Progressive web applications debatably combine the best of the web and mobile apps.
Custom CRM Integration
Tejon Citadel TechLabs LLC also develops custom CRM integrations. When visitors to your website complete and submit a web-form, that data is stored in the CRM system so your department clerks can action any service requests and respond accordingly rather than input data twice. We have developed integrations for SharpSpring, Hubspot, Salesforce, Mailchimp, Podio, Dropbox and Pipedrive into websites for agency clients.
Website Maintenance and Support
All websites need maintaining post-launch but not every government agency and department has an internal IT team. Tejon Citadel TechLabs LLC has a proactive service enabling governments to get the most value from their website. Apart from the essential tasks, such as maintaining your themes and plugins updated, we carry out additional testing, adjusting and iterations to your website to ensure that it is preforming now, and will continue to do so in the future. Additionally, our team will ensure sure that it is fully backed-up by via both manual and automated checkups.
// our culture

Web Development System

Clear code

Side by side with our clients

Website Auditing

Mobile App Design & Development

Development Consulting


Security standards

Web Design & Development

Web App Development

Web Development

It is critical for mission dependent websites to function reliably, effectively, and quickly in order to properly represent your government agency or department to your stakeholders and public at large. Visitors are impatient and give up on websites slow to load – quickly moving on to other more expensive and time consuming methods of contact such as calling or in person visits. Our team at ThirdRock Systems design and build highly preforming and mobile optimized websites.

The methods we use to design and develop websites depends on the needs of the agency. Oftentimes we use a Content Management System (CMS) such as WordPress if the site needs to be regularly and easily updated. For other projects we design with PHP using the Laravel framework or in others we will use HTML, CSS and JavaScript.

Would you like more details?

Don’t hesitate to ask.