Council website account users
Research into users who access council websites and register/login for specific council services.
Creation of a Maidstone Customer Account Discovery
Maidstone Borough Council had approximately 158,000 transactions completed online over the last year. We want to identify if we can improve our residents online experience by creating a customer account.
October 2018 - present
Part of a collection for: Council website account users
Research to understand how Hackney residents currently register, login and reset passwords for certain digital services (through the council's One Account system) and ways to improve that experience.
Our residents should design what good customer service looks like. We conducted research with residents to help us develop something that helps us to accurately measure the service we give to make sure we deliver the service our residents expect. We're planning to validate these findings with a wider, more formal consultation with residents.
July 2020 - September 2020