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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CRM for Neighbourhood Contact Centre (NCC) Live
To create a digital service that makes it easier to log customer contact so that residents enjoy better customer service; and so that Hackney can gain insight into citizens’ queries and concerns.
July 2018 - present
Part of collections for: Customer Services, Council staff and members
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'Hackney Welcome’ - 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.
November 2022 - January 2023
Phases: Discovery
Part of a collection for: Customer Services