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.
Nine principles that guide our approach to user experience (UX) design for digital services at Bristol City Council.
![Rows of bins and recycling containers on a street in Bristol.](https://bristoldigital.localgov.blog/wp-content/uploads/sites/12/2023/02/curbside-768x502.png)
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.
![Image of a Bristol City Council wheelie bin and a food waste bin with a smiley face sticker on it](https://bristoldigital.localgov.blog/wp-content/uploads/sites/12/2023/02/bristol-city-bins-1-435x245-1.jpg)
Discovery to understand how we could improve our service to report missed recycling and waste collections.