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.

Scenarios were created to test the appetite for users choosing to create a My Account and once logged into My Account, what their thoughts were about what they found and whether their expectations had been met.

Additional questions covered what else they thought they’d like to use My Account for and how they felt about the security of the information held within My Account. We are currently analysing the feedback and will be reporting our recommendations to Tonbridge and Malling Borough Council in the New Year.