Project Overview

The context

muenchen.de serves residents, newcomers, and visitors with a wide range of administrative and city-related information. Despite rich content, users often struggle to find relevant information efficiently.

This study focused on understanding user behavior, mental models, and navigation challenges to identify opportunities for improving information findability.

Research Context and Methods

City portals are high-stakes systems where users often:

• Have a specific, time-sensitive goal

• Are under stress (e.g. moving, registration, family services)

• Expect clarity and guidance rather than exploration

Research Context and Methods

City portals are high-stakes systems where users often:

• Have a specific, time-sensitive goal

• Are under stress (e.g. moving, registration, family services)

• Expect clarity and guidance rather than exploration