Reimagining HUD.gov: A Model for Government Digital Modernization

Introduction

In early 2024, the U.S. Department of Housing and Urban Development (HUD) identified the need to modernize HUD.gov to serve users better and advance its mission of equitable service delivery. A user feedback survey validated internal concerns, showing that nearly half of the respondents were dissatisfied with their experience on the site. HUD.gov was overly complex with 9,200 pages, packed with over 123,000 documents, and divided among 19 separate program office microsites. Only 5% of the content accounted for most of the web traffic. The site had redundant, outdated and disorganized content, making it difficult for users to access critical information.
Developing a Unified, User-Centered Web Experience
In partnership with HUD’s Office of the Chief Financial Officer CX/DX Team and the Digital Experience Working Group, Intellect Solutions developed a structured plan prioritizing user experience, content efficiency, and organizational clarity. We conducted user research, surveys, interviews, and traffic analysis to understand how users interact with the site and where they encountered friction. The team replaced 19 fragmented microsites with a single, cohesive platform, organized around the end user’s needs. We simplified navigation and created three clear content categories – Helping Americans, HUD Partners, and Researchers, enabling faster access to key services. The page design was based on HUD’s mockup to ensure 508 compliance. Intellect Solutions served as a bridge between technology and mission throughout the process, supporting HUD in applying user data to design.
In addition, Intellect partnered with HUD’s Public Affairs and Field Policy and Management teams to lead a full-scale redesign of all 50 state and territory webpages. This transformation began with an intensive effort to reduce and clarify content. The page count was cut from 2,500 to just around 100 by removing duplication and focusing only on what users indicated they truly needed. Each page was designed to be fully responsive and accessible across devices, recognizing that many users access the internet only via mobile phones.

Outcome

Intellect Solutions played a key role in designing and implementing these improvements, bringing deep expertise in user experience and government digital modernization. When the new HUD.gov launched in mid-2024, the site showed improvement. HUD received feedback from the Customer Experience Group, which gathered insights from focus groups before and after launching the site. User satisfaction increased, as streamlined navigation and targeted content allowed citizens to find what they needed quickly. Operational costs were slashed, with over $400,000 in taxpayer savings identified through content consolidation and system efficiencies. We achieved a reduction in page count from 9200 to 988. In addition, the redesigned HUD.gov state pages launched with improved user experience, with a simplified layout and clearer pathways. Secretary Scott Turner summarized the success perfectly: “The new HUD.gov reflects years of feedback and analysis from the American people. It’s concise, user-friendly, and mission-driven, exactly what our communities deserve.”

Press releases

The reduction of the HUD.gov pages:  Monday, March 31, 2025
HUD Debuts New Website Focused on High-Quality, Streamlined Service to American Public
The redesign of the 52 State pages: Thursday, December 26, 2024 HUD Modernizes Website to Enhance User Experience