Canton Basel-Stadt (CH): Public information truly centred

The previous bs.ch website, built on Magnolia, was no longer meeting the needs of either the public or the administration. Liip and the Canton of Basel-Stadt collaborated to deliver a modern, intuitive, and editor-friendly digital presence. With clear UX principles, a content governance strategy, and a decoupled technical architecture, the result is a highly performant site that makes public information accessible and easy to find.

Key architectural changes included switching to Drupal 10, using a Vue/Nuxt frontend via GraphQL, and developing the custom “blökkli Editor.” The design is fully responsive and accessible, supported by a reusable design system across the canton’s digital services.

In addition, Basel-Stadt is the first Swiss canton to introduce an AI chatbot on its website with Alva. The intelligent assistant answers enquiries around the clock with precise, source-based information - a significant step towards modernising administrative services. Through Alva, citizens can access high-quality support anytime, making government services more accessible than ever.

Goals
The project aimed to deliver an intuitive, user-first experience for citizens navigating public administration services. At its core was an information architecture designed around the real needs of the population, ensuring clarity and ease of use in a complex governmental context. In parallel, the team established a scalable and maintainable technical foundation—one that supports future development and ensures long-term reliability. Another key objective was to foster effective collaboration among more than 300 editors across various departments, enabling smooth and consistent content management. Finally, the platform was built to guarantee accessibility and ensure clear, inclusive communication across all digital touchpoints.

Requirements
The relaunch of bs.ch required a complete redesign of both the technical and information architecture, with a radical focus on user needs. Navigation had to support direct access via deep links and offer clear orientation through a prominent breadcrumb system. Because administrative terms often differ from everyday language, the content needed to be immediately understandable and help users know if they were in the right place—or guide them there intuitively. All content had to be recreated by more than 300 editors across all departments, many of whom were collaborating for the first time. This made it essential to establish clear content governance and introduce new forms of cross-departmental collaboration. The visual design had to be both accessible and flexible, fitting the context of the cantonal administration. It also laid the foundation for a reusable design system that now supports other digital services in Basel-Stadt. Strong UX principles were defined early on to guide every step of the project and ensure a scalable, future-proof solution.

Outcome
The relaunched bs.ch sets a new benchmark for digital public services. The website offers a streamlined, user-first experience that simplifies access to complex administrative information. Thanks to the new navigation concept and clearly structured content, users can now quickly find what they’re looking for—whether they enter via the homepage or a deep link. Behind the scenes, more than 300 editors now collaborate efficiently across departments, supported by clear governance and intuitive editorial workflows. The modular design system ensures visual consistency and accessibility across all digital touchpoints within the cantonal administration. The project was delivered on time and under budget. Positive user feedback and international recognition—such as its presentation at DrupalCon in Barcelona—highlight the project’s success. It stands as a strong example of how thoughtful UX, clear content strategy and collaborative governance can transform digital government communication.