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

Joining Citizens Advice as Director of Customer Journey

After four and a half happy years of freelancing, I’m joining Citizens Advice as Director of Customer Journey. I’m thrilled.

You can read more about my role and why we’re not just talking about digital in this post by James Plunkett, Executive Director for Advice and Advocacy. In short:

Although digital technologies are a powerful way to change a service, what really matters is the method with which change is done: user research, UX design, agile working, co-design, and solving problems in experimental ways. We now want to apply those methods to a wider set of problems, not all involving digital tech. What this work has in common is a mindset: we’ll always approach questions from a client’s eye view — by starting with, and then working hard to improve, the customer journey.