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Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 1 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 2 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 3 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 4 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 5 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 6 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 7 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 8 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 9 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 10 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 11 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 12 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 13 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 14 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 15 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 16 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 17 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 18 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 19 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 20 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 21 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 22 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 23 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 24 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 25 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 26 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 27 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 28 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 29 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 30 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 31 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 32 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 33 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 34 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 35 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 36 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 37 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 38 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 39 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 40 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 41 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 42 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 43 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 44 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 45 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 46 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 47 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 48 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 49 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 50 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 51 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 52 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 53 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 54 Housing repairs alpha show and tell 1 - 20 Jan 2020 Slide 55
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Housing repairs alpha show and tell 1 - 20 Jan 2020

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First show and tell of the housing repairs alpha

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Housing repairs alpha show and tell 1 - 20 Jan 2020

  1. 1. Southwark 20 January 2020 Housing repairs alpha Show and tell 1
  2. 2. Daria Kwiatkowska Service designer Alex Yedigaroff Transformation manager Our team Debs Durojaiye Designer Vita Mangan User researcher
  3. 3. An alpha to understand what a common pattern for housing repairs would look like
  4. 4. If I need a repair in my home (or in a communal area), I can easily and confidently find information about how to resolve my issue, request and book a repair and understand what will happen, and by when. Vision: residents
  5. 5. If a resident needs a repair in their home (or in a communal area), the correct diagnosis can be easily made so that the right people with the right tools can fix the problem in the right timescale. Vision: organisations
  6. 6. Alpha building prototypes and testing different ideas. testing the riskiest assumptions.
  7. 7. What is a service pattern (and what makes it common)
  8. 8. This sprint: ● service mapping workshop ● built an initial prototype ● testing prototype with residents ● synthesising insights
  9. 9. Deciding the focus for the prototype
  10. 10. Most common repair types ● Southwark - leak ● Lincoln - heating ● Greenwich - plumbing ● South Kesteven - plumbing
  11. 11. We ran a service mapping workshop at each of the councils, to understand where in the journey there are opportunities.
  12. 12. We found that there are “two types of misdiagnosis: of the problem and of responsibility”
  13. 13. We created a prototype of the reporting journey, focusing on eligibility
  14. 14. Our prototype focused on eliminating anyone who we think wouldn’t be able to report online:
  15. 15. ● Emergencies ● Self-help cases (damp) ● Following up ● Complex, ongoing issues
  16. 16. We made assumptions as we built the prototype
  17. 17. ● We can use a postcode/address to determine eligibility ● We can identify and retrieve prior reports ● We’re capturing enough information to establish a diagnosis ● It’s technically possible to build this
  18. 18. Prototype
  19. 19. Here is a runthrough of our prototype
  20. 20. User research
  21. 21. 4 sessions with council tenants
  22. 22. Overall ...
  23. 23. There are distinct resident types (not personas) that we need to support to avoid failure demand
  24. 24. ● Experience with council housing ● Knowledge about repairs ● Familiarity with their property (?) ● Vulnerabilities ● Digital inclusion
  25. 25. Overall people we spoke to so far were open to reporting online and were able to report a variety of scenarios, but ...
  26. 26. Some people have lost trust in online reporting. So even when they are able to use an online tool, doesn’t mean they will.
  27. 27. You go online, fill out the form to report the problem, then nothing...“ Council tenant
  28. 28. An online reporting tool will need to work seamlessly with the rest of the service.
  29. 29. And you’ll need to communicate the improvements and benefits to drive uptake.
  30. 30. Highlights from prototype testing ...
  31. 31. People ended up in the wrong journey or felt reporting was long- winded
  32. 32. The current elimination-style online journey doesn’t match the natural thought process and flow of a conversation.
  33. 33. People were put off by this list of emergencies. Some people didn’t realise this was a list of emergencies at all so they ended up in the wrong journey
  34. 34. Emergency, priority and escalations mean something very specific to the council but not to residents.
  35. 35. People had a consistently positive experience with the ‘more details’ page
  36. 36. People had a consistently positive experience with the ‘more details’ page but it needs more structure
  37. 37. People struggled with “Have you reported this problem before?” because it’s not a simple yes/no answer for residents
  38. 38. I have had this problem before but it has recurred. I have told the council about this. I’m following up because ... This is the first time this has happened and I haven’t told the council yet.
  39. 39. So we need to support these options in an online service and across other channels. It may also mean that you start with ‘new repairs’ only
  40. 40. Damp, mould, leak, drip .. can mean different things to people without adding the complexity of diagnosis.
  41. 41. It is challenging for people to select the one right option because they use a different language, have a problem that might involve multiple options on here. Also, are we asking for the cause or the effect?
  42. 42. The shower leaks all over my floor and then it comes into my kitchen cupboards “
  43. 43. We can help people describe it using a set of standardised questions and images.
  44. 44. Next steps
  45. 45. We’ll design and build a prototype for booking a repair from the internal users view
  46. 46. We’ll start a technical discovery to understand how data can and should flow
  47. 47. Thank you!
  48. 48. Questions?
  49. 49. https://miro.com/app/board/o9J_kv0F1aE=/

First show and tell of the housing repairs alpha

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