Highlights from my first year at Citizens Advice

Horsebox

Image of a horsebox being used to give advice during World War II

It’s been over a year since I joined Citizens Advice as Director of Customer Journey. Here are some things the team and I have been up to, of which I’m particularly proud.

How we’re making our services more effective, user centred and easier to use – my recap of what we’ve been working on recently

Running a responsible customer journey team – my blogpost about how we try to use technology in a way that’s true to our values

How could technology help people save money on their bills? – in which I step into policy territory, bringing together our understand of what our users need and what we know about the loyalty penalty

Connecting people with the best advice – Kylie Havelock (head of product) explains how we’re developing our product strategy

How we built a tool to check our style guide– Alec Johnson (senior content designer) on, erm, how we built a tool to check our style guide

How we designed content that puts our advisers first – Alec again, on our detailed Universal Credit content for advisers

Why we’d like to know where you are – Ian Ansell (data scientist) explains why we are asking our users where they are, and how we are collecting that data securely and responsibly

Matt’s weeknotes – I love the weeknotes Matt White (head of delivery) writes on an almost-weekly basis. As long-time readers of this blog know, I can’t keep up with the pace myself

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