The SDS team have been working with the Local Government Association (LGA) in order to deliver six workshops (ranging from user research and user testing to developing a comms plan) to benefit five of their partners who have received funding to deliver digital housing and homelessness services to their residents, like the project delivered across Kent in 2017.
SDS were asked by three partner authorities in Cambridge (Cambridge City Council, South Cambs District Council and Hungtindonshire District Council) to test the most used web pages and forms on their websites to explore how users interact with the website and complete a specific task. This was to see how long it took for users to complete a transaction and whether they did so successfully.
In order to improve communications with residents and reduce avoidable contact, SDS were asked by Tandridge District Council to usability test 6 of their existing revenues and benefits letters with users. During the usability test, SDS suggested an alternative for each letter in order to gain insightful and constructive user feedback for both the existing and alternative letters.
In October, SDS conducted a day of user testing at Sevenoaks District Council, exploring residents’ views of their website and My account function. This involved residents attempting to complete various scenarios leading them to either set up an account or login to an existing account.
Tandridge District Council (TDC) invited Smarter Digital Services to deliver a series of Focus Groups with residents to capture the voice of the customer and gain a better understanding of customers priority needs when contacting, interacting and transacting digitally with the council.
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.