Details
In 2023, Hackney Council's Customer Experience began a Discovery project to redesign their council website, hackney.gov.uk. In sprints 1 and 2, user research identified key user groups, what can be done on the website, and insights from previous hackney.gov.uk research. From that, the project team prioritised that user research explores: - What residents need from self-serving online - What is stopping people from self-serving online - What is driving traffic from the website to the contact centre - Resident experiences of service patterns (particularly ‘Apply’, ‘Find’ and ‘Check’)