Cambridge City Council – User testing & citizen portal account research
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.
The user testing captured and highlighted:
- The user journey from the start of the transaction on the council website, the transition to external web forms from the council website through to completion of the transaction
- How users felt while carrying out the transaction and on conclusion
- How satisfied the user was with the experience and outcome
- How a user completes a specific transaction or request
- Whether the specific transaction is completed successfully
- How long it takes for the user to complete the transaction
- Identify any changes or improvements that can be made from the users perspective
Additionally, CCC were interested in reviewing the merits of using a Citizen Portal Account.
SDS carried out interviews both within and outside of the partnership as well as conducted considerable research to get a broad scope of knowledge on the advantages and disadvantages of the use of a Citizen Portal Account.
The positive and the negative experiences of introducing a Citizen Portal Account at various Local Authorities around the country were presented back to CCC via a report.
If any of our partners are interested in this research, please let us know and we can provide information from the report.