Project
Improving how we help residents affected by the coronavirus pandemic
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.
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