Reporting problems to the Council

Residents engage with the Council everyday. These issues range from reporting a missed bin collection to a dangerous tree in a park. But there was no one easy way to report an issue, with a consistent user experience.

This project was a large multi-disciplinary team consisting of project managers, delivery mangers, service designers, user researcher, user experience designers and business analysts.

As part of this project my focus was on several reporting processes within a smaller team.

Working with each service, we would understand their processes and structure and design the process to fit their needs and the needs of users. We would vet each question the service currently asked to understand if it is essential or not to speed up the users reporting experience.

Improving the customer experience

After go-live reporting times dropped to under 60 seconds on average.

Using tree testing, report types were grouped based on what users thought was right, rather than internal Council structure.

An iterative approach was taken, as new forms were developed and testing, earlier forms developed were updated to reflect new changes and improvements, keeping the whole system in the same design style and easy-to-use approach.