Challenge
Adur & Worthing approached us to help prototype a radical new digital repairs service. The current systems were antiquated and they wanted to offer a more innovative, digital product to residents. The project involved four different and unique service areas: self-service, customer service, scheduling and workforce. With a multitude of stakeholders across these departments and services, our biggest challenge was capturing their needs and feeding that into the design of the product.
Solution
We used our initial research to plan out and map each service area in full. This allowed us to get feedback and validate our findings and ensured the structure of the application was relevant to the audience’s needs. We worked closely with Adur & Worthing's product team, having fortnightly sprints to keep things on track. Realising the prototype Once we’d mapped out the relevant user journeys, we conducted a round of research and development to discuss how the product would look and function, as well as how it could tie into Adur & Worthing’s corporate guidelines. Designing the interface We took the feedback from the prototyping stage and created an interface foundation across the applications, based on a pattern library, which we then tested with various stakeholders.
Results
The outcome was the design of a full suite of products across the four service areas, tailored to the needs of multiple audiences, from home users to the mobile repair workforce, customer service team and scheduling team. The user experience is seamless across the various departments, and once implemented in full is set to revolutionise the way the councils develop and run future products and services.
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