|Organisation||Maidstone Borough Council|
|Department||Transformation and Digital Services|
|Collaboration Level||Share Ideas|
|Key Contact||Robert King|
|Phase start||22 October 2018|
|Phase Estimated end||22 March 2019|
Maidstone Borough council had approximately 158,000 transactions completed online over the last year. We want to identify if we can improve our residents online experience through the creation of a customer account.
The Discovery Phase will involve speaking directly to residents and users of the online services to understand their requirements and the user needs as well as looking at the analytics behind our most frequently used online services to deliver a user centered product and service.
We will be updating the User Research library that has been created by Hackney Borough Council to share our research with other authorities.