Life Events Service Design in Local Government

A talk by Tom Brame and Aimee Sharratt
WLGA and WLGA

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About this talk

The WLGA Digital Team supports the 22 local authorities in Wales to provide the best digital services for all residents, workers and visitors. Citizens often rely on these services to find out important information or complete required tasks, so it’s vital they’re as good as they can possibly be.

We ran a discovery project to understand if, by following human-centred design principles, there are practical ways to make it easier for the people of Wales to engage with council services in a way that helps them efficiently fix their problems, address their issues, or achieve a specific need.

We looked at ways to bring together services offered to support citizens during the life event of entering poverty. This included building a body of user research to understand how a citizen feels, thinks, behaves, and their experiences of dealing with the event. We also looked to find best practice and compare that to actual experiences of citizens who have or are using a service, and an analysis of back-end processes and how they relate to each other. We’ll be talking about the project; it’s aims and its outcomes with plenty of time for questions.


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