Project

Improving how we help residents affected by the coronavirus pandemic

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Started: May 2020

Status: Closed

Details

User research completed at Hackney Council to understand the needs of residents affected by the coronavirus pandemic, as well as the needs of front-line staff who provide our coronavirus support service.

• Coronavirus support on hackney.gov.uk

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Research documents

Discussion guide

• Research plan / discussion guide: residents who cannot afford food Discovery
• Research plan / discussion guide: parents who might be asked to self isolate Discovery
• Research plan / discussion guide: residents who are struggling to access food Discovery

Insights

• Observational research with customer service advisers Alpha
• Concept testing our conversational prompts tool with customer service advisers Alpha
• Concept testing our snapshot tool with customer service advisers Alpha
• Coronavirus support service knowledge kanban board Alpha
• Needs of residents who are struggling to access food Discovery
• Needs of residents who are struggling to afford food Discovery
• Needs of parents who might be asked to self isolate Discovery

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