Identifying Customer Demand – Folkestone & Hythe DC
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.
Preparing for the Homelessness Reduction Act
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.
Behaviour Change Revival
At the beginning of January, Dom delivered a series of five training workshops for customer services staff in Swale, outlining the need to shift the way we provide services and interact with our customers, encouraging self-service wherever possible.
User testing workshop
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.
Tonbridge & Malling Borough council website user testing
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 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.
Really useful workshops – User Research at the Discovery Phase
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.