City of Kelowna

Integrating Data and Improving Citizen Self-Service
Upanup helped the City of Kelowna transform their municipal website into a Virtual City with 24/7 e-service and an elevated user experience.

The City of Kelowna is the largest city in B.C.’s Okanagan Valley and is home to about 130,000 people. Bordering Okanagan Lake, Kelowna offers a beautiful mix of natural environments and urban living, making it a prime destination to live, work and play. The City's primary goal was to update their municipal website— taking it from an aging brochure site to an intuitive, service-oriented platform that improves service quality and brings value to residents.

Kelowna example 1
The Challenge

The City’s old website did not live up to the modern web standards users have grown accustomed to. The site was not mobile-friendly, it was difficult to navigate, and it was not conducive to conducting business online—creating inefficiencies for both the City and its users. The old site was also utilizing a proprietary content management system that was hard to manage and could only be serviced by one vendor. It could not support the multiple sub-websites managed by the City and it did not offer efficient integration for their numerous online tools and systems.

Kelowna example 2
How We Helped

Focusing on the City’s desire to create a service-driven experience, we implemented various features and functionality to make the new website as user-centric as possible. We paired clean, bold designs with user-friendly navigation, a customized, “as-you-type” search functionality, and various features and functionalities to ensure users can find the information they need easily, from anywhere on the site.

Project Features
User-Focused Designs
Seeking and incorporating design feedback to connect with specific audiences.
Integrated Online Tools
Things work better when they work together – we streamline online tools and programs.
UX Research, Testing & Strategy
Challenging and validating design choices through user experience testing.
User-Friendly CMS
A custom implementation of Drupal provides a reliable, intuitive and flexible platform.
Multi-site Housing
Multi-site housing within Drupal CMS to enable integrated microsites that work together.
Centralized Service Databases
Allows user-friendly access, enhances self-help capabilities, and creates internal efficiencies for staff.
The Result

With custom, user-focused designs, intuitive navigation, integrated databases and prominent service tools, the City of Kelowna’s new, award-winning website has provided users with a modern, responsive web experience that enhances citizens’ online self-help capabilities, creates internal efficiencies for staff, and gives the City a reliable resource to effectively communicate and engage with the community. 

At the same time, the multi-site platform we built for the City meant we helped design and implement other important web properties such as the Kelowna International Airport website, the smartTRIPS active transportation website and the Central Okanagan Emergency Operations website.

Kelowna Example 4
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