Here’s what we’ve been up to this week:

  • Laura picked up various content requests to update squirrel licensing content, utility access content and a question in the felling licence application form.

  • Laura looked at options for improving General Enquiries email subject line to give the Customer Hub more context without increasing user effort.

  • As part of the insight project, Laura looked at the complaints and General Enquiries data to find recurring user needs and common enquiry themes.

  • Toyah and Lucinda met with Laura to discuss reviewing and iterating the permissions service launched back in 2023.

  • Since the latest customer platform beta phase launched a couple of weeks ago, Toyah has been working with the developers on extra error messages and translations required as bugs are identified and fixed. She also started working with the service designer and product owner on mapping out the next area to be designed.

  • Toyah has also updated a separate online marine licensing form to mirror the flow of the customer platform when asking applicants for coordinates. This is a huge pain point for the licensing team in terms of application quality, so hopefully things will improve for them now.

  • James has been looking into ways to gain better insights from our Customer Hub. He’s also been planning user testing for the intranet replacement project, benchmarking how people might carry out tasks on the new intranet vs the existing one.

  • James also caught up with the Data Protection Team to discuss DPIA assessments and GDPR in relation to our user research guide.

  • Sam, Jane, James, Kim ad Alex met to plan the next phase of work for the new intranet. As well as James arranging benchmarking sessions with staff, Sam and Jane started some content design thinking in the ‘people policies’ space, Kim’s exploring layouts, fonts and search options, and Alex is working on procurement of tools (card sorting) and skills to help the project move along.