Why we should design for the thing that the user needs to do, and not who we say they are.
Discovery to identify possible improvements in the user experience of council tax services to help reduce unnecessary calls to our citizen services centre.
Summary of the findings about access, confidence, trust, and affordability of digital services from the annual Quality of Life survey.
Insights from our discovery to understand user needs and pain points, validate assumptions and inform design ideation for our service to report a missed bin collection.
Discovery to understand how we could improve our service to report missed recycling and waste collections.