Collection

Customer Services

Research about interacting with Customer Services.

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• Accessibility across customer services

  Research to understand the pain points that people with access needs experience when interacting with Customer Services (telephony, face-to-face and the website).

  June 2022 - October 2022

  Phases: Discovery

  Part of a collection for: Customer Services

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• Understanding emails coming into customer services

  Discovery to understand the process for dealing with customer service emails.

  September 2021 - April 2022

  Part of a collection for: Customer Services

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• Residents providing documents to use council services

  This research focuses on a product to allow council officers to request evidence from residents securely, and for the residents to provide the evidence digitally. For example, providing a photograph of your passport so that you can use Housing services.

  October 2021 - present

  Phases: None

  Part of collections for: Pay for something, Apply for something, Customer Services, Register for something

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• Understanding the needs of new residents to Hackney

  A project to understand user needs for new residents of Hackney and whether a product that pulls together particular information and services could meet that need.

  July 2018 - September 2018

  Part of collections for: Moving somewhere, Customer Services

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• Developing a resident focused way to measure our performance in Hackney

  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

  Phases: Discovery

  Part of collections for: Customer Services, Council websites, Council staff and members

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• Understanding Customer Services

  A discovery to understand Customer Services as a whole. In particular, what it is, how well it works and the opportunities to improve it. The goal was to decide on opportunities to improve resident contact with Customer Services.

  Phases: Discovery

  Part of a collection for: Customer Services

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• Testing phone menus

  We wanted to understand if simplifying council phone menus helps residents to speak to the right person faster and easier.

  July 2023 - August 2023

  Part of a collection for: Customer Services

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• Testing a list of services at Hackney Council

  This is a round of research to test a list of services. Service Designers developed a list of services that Hackney Council provides as people visiting, living or working in the borough might know them. They did so as an experiment to see if it was possible, as a list of services can help the Council see itself through the eyes of its residents and can help people to spot opportunities by looking at services together. This research tested the list of services with residents.

  September 2023 - January 2024

  Phases: Alpha

  Part of collections for: Customer Services, Council websites

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• Testing tasks that are most important ('Top Tasks') for Hackney residents

  Hackney.gov.uk can be difficult for residents to understand and use and previous user research identified a variety of pain points. There are hundreds of hackney.gov.uk tasks, some simple, and some complex. So we wanted to look at how we could prioritise what to improve. We used the "Top Tasks" method to quantify what tasks are most important to Hackney residents. We then conducted usability testing on the Top Tasks.

  October 2023 - August 2024

  Phases: Discovery

  Part of collections for: Customer Services, Council websites

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