Transforming Public Services
June 29, 2020User Experience
Design Matters - Mobile
User experience is vital to the take-up of online services and matters even more in the public sector.
June 17, 2020User Experience
Keeping the Concessionary Travel Application Process Moving During Lockdown
In light of Covid-19, one of the biggest challenges faced by local authorities in determining a citizen’s eligibility for a Blue Badge or a Freedom Pass is the inability to have a face-to-face assessment.
October 24, 2019User Experience
Blue Badge Administration - Relentless Focus on the End-user Experience
Remember the old Blue Badge application processing? The previous centrally offered Blue Badge application process was once described as ‘the most complained about service’ of the DfT. Recent changes to the central government Blue Badge web service means that the solution has been re-built with modern architecture.
October 4, 2019User Experience
Opening doors and unlocking the potential of better customer service
Imagine, as a local authority citizen, walking down a corridor where each door relates to a page shown every time a hyperlink is clicked, that potentially leads you to the information you require. Many doors may need to be opened before you find the answer you want. In fact, with this analogy, it doesn't matter the circumstance of the person opening the door, the time of year, whether revenues and benefits recovery and billing has happened; each door remains fixed in place, and the answers remain hidden.