Design for audiences or topics and tasks?
Why we should design for the thing that the user needs to do, and not who we say they are.
Tag User research
Council Tax: channel shift discovery
Discovery to identify possible improvements in the user experience of council tax services to help reduce unnecessary calls to our citizen services centre.
Missed bins discovery: next steps
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.