Experience refers to the digital experience offered by the council to its users. It includes, but is not limited to, the externally facing website and online services; and internal tools and processes, such as an intranet.
Having a good online experience is better for users, as it means they get their needs met as quickly and easily as possible. But it’s also better for councils, because the more that people use online channels, the more efficient service delivery can be – helping to meet demand while controlling costs.
A good online experience is accessible, consistent, quick, easily understood, and doesn’t create more work down the line.
“Importantly – unlike an MOT – this isn’t a pass/fail thing or just a checklist to work through: it’s about areas to improve and problems to fix more or less urgently and it’s necessarily specific to an organisation and its…
““I really wish I had one place where I can see all my transactions with the council”, said nobody, ever. In all the workshops, co-design sessions and user interviews FutureGov has done over the last eight years no one could…
“When I started at the Royal Borough of Greenwich, I joined a team tasked with redesigning our staff intranet. We’re now 3 years, 1 live product, 2 releases and several iterations into this work. What follows is my attempt to…
Vicky Teinaki on “How the Winchester Mystery house shows us what we risk if we conflate agile with constant bottom-up iteration and don’t do any information architecture.” An archived PDF of this page can be downloaded if the original is…
This is a fantastic guide to how Haringey approached the content design work on their new website, written by Ben Hills-Jones. An archived PDF of this page can be downloaded if the original is inaccessible.
Join me for a light-hearted hour of sharing challenges, ideas, and experience about innovating in local public services. Localise Live! takes place on the last Thursday of every month at 12pm until 1pm and is open to public sector people only.…
Carrie Bishop’s rather well-known post on this subject was published in 2016. In the 7 years that have passed, have things changed? Not really. I dare say that if you were to stand in a town centre and ask passers-by whether…