Details
In this project we conducted a broad Discovery to understand residents' experience of paying council tax, and residents' experience of interactions with council tax services. Doing a deep dive to understand the problem, we then used a design sprint format to jumpstart problem solving. As a result we then redesigned the Reminder 1 recovery letters, which were tested with residents.
Phases
Alpha
During this phase we redesigned the Reminder 1 council tax recovery letters and then tested with them with residents.
Discovery
During this phase we took a broad look into the problem to understand residents experiences of paying council tax since 2020, as well as understanding their experiences of Reminder letters.