Project
Improving the process for applying and renewing a Blue Badge
January 2021 - March 2021
Status: Closed
Details
A brief discovery to better understand the needs of people who apply for and renew Blue Badges in Hackney, as well as staff who provide the service. We wanted to identify and explore the pain points they experience so that we can suggest improvements to the service.
Phases
Discovery
Research documents
Discussion guide
- Discussion guide: residents applying for a blue badge
- Discussion guide: observational research with customer service officers
Research plan
- User Research plan: improving the process for applying and renewing a blue badge
- Recruitment plan and screener for interviews with Blue Badge applicants