Project

Improving My Rent Account


September 2018 - December 2018

Status: Active

Details

Hackney Council launched an online Rent Account service in October. Since then it has been used 50,000 times by 12,000 people. However, just 27% have tried to make a payment on the service and 36% of people have failed to complete an online payment. We want to explore how we might increase payments through personalised notifications and an easier payment process.


Phases

Alpha


Research documents

Insights

Survey results

User needs