After attending our Behaviour Change workshop in May, Maidstone Borough Council put what they had learnt into practice by redesigning their Household Enquiry Form cover letter. SDS were asked to deliver user testing with 7 residents to review the letter and give recommendations for any further improvements based on residents’ feedback.
SDS have been using a range of tools to assist Tunbridge Wells Borough Council with their website redesign project. Starting with a first click analysis, followed by a card sort analysis and finally a tree sort analysis. These tools helped us to identify users’ expectations of where they would expect to find content.
Smarter Digital Services have been working with Folkestone & Hythe District Council to identify the customer demand broadly across all services, but specifically within Council Tax.
On the 13th February, we facilitated a workshop with Ashford customer services and housing options officers to agree and map out the required process that will meet both user needs and the needs of the new Homelessness Reduction Act legislation that comes into force in April this year.
To start the year off, we invited our partners to a user testing workshop in Ashford where we explained and had a go at doing a user test, covering everything from recruiting people to take part, designing the scenarios to test, carrying out the interview and analysing the findings.
At the end of November we conducted 10 user tests for Tonbridge and Malling Borough Council, exploring residents’ views of their website and the My Account function.
Cambridge contacted SDS to use the team’s expertise to conduct a series of user tests on a selection of their online citizen self-service web forms.
Cambridge wanted to explore the customer experience of transacting with the council via the self-service web forms to gain feedback as to how users feel when carrying out a specific task or transaction.
In July we held the first of our Really Useful Workshops at Swale House which was attended by collegues from several of our partners. This first session – User Research at the Discovery Phase – demonstrated how important it is to speak to your users/customers at the beginning of the project.