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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
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research phase
our key research and takeaways
website reviews
sussing out the competition
talking to the users
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
website reviews
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
sussing out the competition
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?
talking to the users
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
problem statement
persona
old journey map
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
“I want to place some tables and chairs in front of my restaurant”
problem statement
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.
persona
who are we focussing on?
meet carl
old journey map
“I want to place some tables and chairs in front of my restaurant”
structure
So, which concept solutions could help Carl?
design principles
new online journey
my business
licenses & permits
reminder
live support
sitemap
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.
so, what’s carl's new online journey?
my business
licenses & permits
reminder
live support
my business
licenses & permits
reminder
live support
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?
design principles
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.
new online journey
so, what’s carl's new online journey?
my business
licenses & permits
reminder
live support
my business
licenses & permits
reminder
live support
my business
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)
licenses & permits
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
reminder
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 support
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
sitemap
so we know the what, the who, the when and the why… how about the where?
deliver
what did we decide to build?
the sweet spot
prototype evolution
usability testing
mid-fidelity prototype
adaptive views
"You’ve made it so much
easier”
“Very user friendly”
User rating - 4.6/5
“I didn’t know where to go”
“Easy to find, easy to setup”
User rating - 4/5
Our prototype failed
for 2 of 6 users
“I love this, it saves so
much time”
User rating - 5/5
“That was very easy”
“Really easy”
User rating - 5/5
new application
reminders
live chat
useful information
new application
"You’ve made it so much easier”
“Very user friendly”
User rating - 4.6/5
reminders
“I didn’t know where to go"
“Easy to find, easy to setup”
User rating - 4/5
live chat
Our prototype failed for 2 of 6 users
“I love this, it saves so much time”
User rating - 5/5
useful information
“That was very easy"
“Really easy”
User rating - 5/5
the sweet spot
prototype evolution
usability testing
"You’ve made it so much
easier”
“Very user friendly”
User rating - 4.6/5
“I didn’t know where to go”
“Easy to find, easy to setup”
User rating - 4/5
Our prototype failed
for 2 of 6 users
“I love this, it saves so
much time”
User rating - 5/5
“That was very easy”
“Really easy”
User rating - 5/5
new application
reminders
live chat
useful information
new application
"You’ve made it so much easier”
“Very user friendly”
User rating - 4.6/5
reminders
“I didn’t know where to go"
“Easy to find, easy to setup”
User rating - 4/5
live chat
Our prototype failed for 2 of 6 users
“I love this, it saves so much time”
User rating - 5/5
useful information
“That was very easy"
“Really easy”
User rating - 5/5
mid-fidelity prototype
adaptive views
