designing for the user experience (national housing federation - it in housing 2016)

Lily DartFreelance service design & user research

@lily_dart lilydart.com

Designing for the user experience

my.tvha.co.uk my.tvha.co.uk

As access to technology the internet improves, user expectations increase

Most core providers provide online self-service options

Expectation and need for services that work on mobile devices

Increasing expectation of access to services outside of 9-5

Effective digital services also decrease costs and create staff time

Designing effective digital services

Design and delivery is collaborative

Design and delivery is iterative

The service meets user needs

Identifying and understanding user needs

It’s not about answers. It’s about asking questions.

And to ask a good question you first have to say ‘I don’t know’.”

Beau Lotto

Although we may be experts in our field, we are not our residents

Identifying resident groups

Not all residents have the same needs or experiences

General rented

Leasehold

Keyworkers

Families

Receiving benefits

At risk

General rented

Literacy

Ethnicity

Language Internet

Researching resident needs and experiences

When speaking to residents, focus on needs not wants

interviews

workshops

card sorting

surveys

complaintsmystery shopping

journey mapping

social media analysis

call analysis

Residents need to check and pay their rent balance

Residents need to report and track repairs

Residents need to feedback on communal area upkeep

Residents need to ask questions on lease permissions

Residents need to know the details of their lease

Direct quotes

Storytelling

Personas

I’m not very confident with computers.”“

“ I only have access to the net on my phone.”

Direct quotes

Storytelling

Personas

“ Adnan works as a shop assistant in his elderly parents shop.

He works long hours because his parents aren’t as strong as they used to be.”

Direct quotes

Storytelling

Personas

Adnan & Holly Amjad Adnan and Holly are renters with two children, Omar (2 yrs) and Rihana (6 mths). They live in a two bedroom flat in Swindon.

Age Adnan 38 Holly 34

Combined income £32,000 p/a

Technology Lenovo laptop iPhone 3 Galaxy S2

Key points

• Receiving housing benefit • Adnan’s first language is Arabic • Concerned rent increases • Both work long hours and are

time poor

• Stable, safe housing for children • To manage finances by knowing

when payments are due

Photo by Andrew Malone provided under CC Attribution 2.0 License

Prioritising needs

We can’t deliver everything our residents need, all at once

Prioritise needs which are simple to meet and high value to residents

Simple

High value

Low value

Complex

Residents need to report and track repairs

Residents need to feedback on communal area upkeep

Residents need to ask questions on lease permissions

Residents need to know the details of their lease

Designing and prototyping solutions

Great user experiences require experimentation and evaluation

A prototype is worth a thousand meetings.”“Designation

Even paper prototypes can be tested with residents

You can’t know the experience you’ve created until you put it in front of a user

Emergent needs

Residents need to view their rent balance

Residents need to know when their rent is due

Residents need to make payments

Residents need to create an account

Residents need to log in to their account

Residents need to view their rent balance

Residents need to know when their rent is due

Measuring success

How will we know when we’ve met the resident need?

Beware of vanity metrics

120 users

checked their rent balance online

120 users out of a possible 800

15% of users

checked their rent balance online this month, compared to

12% of users

last month

Good metrics are comparative, contextual and actionable

50% of invited residents create an account

Nº created accounts

Nº invited residentsis 50% or greater after 6 months

60% of users making rent payments online

Nº users paying rent online

Nº users not paying by DD

Nº users paying rent online

Nº users not paying by DDis 60% or greater after 6 months

Before we go live, our targets are rough estimates of acceptability

Effective metrics and targets are red flags for failing services

Building and releasing the new service

Building and releasing iteratively reduces risk of service failures

Release

Internal testing

Usability testing

Feedback from users

Build next release

Release 1

Log in Check rent Payments

Invite residents

Release 1

Resident sign-ups

Release 1

Release 2

Iterative fixes

Invite residents

Release 1

Release 2

Iterative fixes

Release 3

Iterative fixes Report repairs Track repairs

Release 4

Iterative fixes Rate repairs

Release 1

Release 2

Iterative fixes

Release 3

Open registration

Release 5

Iterative fixes Communal area feedback

Release 4

Release 1

Release 2

Iterative fixes

Release 3

Release 5

Iterative fixes Communal area feedback

Release 4

Release 1

Release 2

Iterative fixes

Release 3

Release 6

Iterative fixes Lease details Permissions

Successful services meet user needs through research, evaluation and iteration

Thames Valley Housing Design principles

http://bit.ly/tvh-design-principles

1. Start with resident needs

2. Design collaboratively

3. Design for clarity and consistency

4. Design to inform and empower residents

5. Design for continuous improvement

Lily Dart

Freelance service design & user research

Any questions?

designing for the user experience (national housing federation - it in housing 2016)

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