Citizens Advice are at the frontline of helping people to face the challenges presented by the coronavirus pandemic. Our digital services are seeing record-breaking demand, with 2.2 million visits to our online advice in the first week of the crisis alone — a 50% increase from this time a few weeks ago. Our dedicated staff and volunteers have been moving our face to face services to phone and online channels.
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
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.