poirot studio
the brief
“We want to co-create the conditions for market for the next generation of local public services where technology is an enabler rather than a barrier to service improvements, and services are a delight for citizens and officials to use.”
the challenge
“Our goal is to identify what content and functionality is the most important to the widest array of citizens so that you can prioritise the features that will be the most impactful to current and potential users.”
our approach
research phase
our key research and takeaways
research phase
1.
what was the council’s site doing well?
2.
what were areas that could be improved?
3.
which areas offered the greatest win-win?
we looked at four areas of the islington council site
business
benefits and support
parking
council tax
competitive analysis
1.
what were other councils doings?
2.
could we draw ideas from the private sector?
3.
were there examples of best practice we could learn from?
Have you heard of the sitemorse index?
research phase
1.
how could they help us prioritise our work?
2.
how could they help us prioritise our work?
3.
where could we offer the greatest value for both the user and the council?
research takeaways
of users are happy with Islington council’s website
of users think the site is too complex
of users prefer to call the council instead of using the website
of users were disappointed with council’s support for businesses
scope
Small business owners who want to develop their businesses in Islington experience a lack of communication and support from the Council, preventing them from finding the relevant information and assistance they need to effectively run and grow their business.
who are we focussing on?
meet carl
He’s 40 years old. He’s owned his restaurant in Islington for the last 7 years. He wants his business to make more money
It’s such a hot summer, why
don’t I increase capacity by
having seating outside?
It’s such a hot summer, why
don’t I increase capacity by
having seating outside?
“I want to place some tables and chairs in front of my restaurant”
structure
So, which concept solutions could help Carl?
we know what carl wants but how can we make sure we meet his needs as we begin to design?
personalized
relevant to them.
supportive
they’re looking for.
humane
always feel valued and
involved.
inclusive
novice users.
consistent
user know what they
are doing and where they are within the site.
my business features
1.
personalised
for the business owner
4.
navigation
users always find what they’re looking for
2.
live status
support / permits / licences
3.
signposting
useful info (rate changes / how to apply)
my business features
1. personalised
for the business owner
2. navigation
users always find what they’re looking for
3. live status
support / permits / licences
4. signposting
useful info (rate changes / how to apply)
online permit features
1.
accessible
applications are easy to find and clear
4.
re-apply
information is stored, so re-applying is easy
2.
guidance
users have help at every step (live chat)
5.
status
users always know where they’re at
3.
progress
user information is saved if they quit
online permit features
1.accessible
applications are easy to find and clear
4. re-apply
information is stored, so re-applying is easy
2. guidance
users have help at every step (live chat)
5. status
users always know where they’re at
3. progress
user information is saved if they quit
reminders features
1.
personalised
setup reminders for recurring payments
4.
setup
simple configuration and management
2.
delivery
email, sms, push and ical
3.
easy to find
reminders will be on the dashboard
reminders features
1. personalised
setup reminders for recurring payments
2. delivery
email, sms, push and ical
3. easy to find
reminders will be on the dashboard
4. setup
simple configuration and management
live help features
1.
always available
pop up tab on web / button on mobile
4.
support History
record / support of previous chats
2.
live chat
speak direct with the council
3.
support details
phone number & email quick access
live help features
1. always available
pop up tab on web / button on mobile
2. live chat
speak direct with the council
3. support details
phone number & email quick access
4. support History
record / support of previous chats
so we know the what, the who, the when and the why… how about the where?
deliver
what did we decide to build?
new application
reminders
live chat
useful information
new application
reminders
live chat
useful information
new application
reminders
live chat
useful information
new application
reminders
live chat
useful information
