Project

Understanding general enquiries emails

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Status: Closed

Details

The info@hackney.gov.uk mailbox is meant to be used by residents who have general enquiries. The purpose of this research is to identify the problems with the current system, why residents email instead of using our online services and what (if any) are the opportunities for digital.

• Handover document
• Go to project folder

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Phases

Discovery

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Research documents

Presentation

• info@hackney research findings

Research plan

• info@hackney research plan Discovery

User needs

• Methods used to understand and empathise with the users

Video recording

• info@hackney research findings and considerations
• Redesign of the info@hackney user journey

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