Senior content designer Eleanor Shakeshaft and senior service designer Ibarieze Abani from the APHA improving customer experience team discuss how they’re improving the way customers get support when they can't find the answers they need online.
Senior service ownership could help Defra become more service-led, efficient and user-focused. Laura Churchill shares what her team learned while testing the concept, why plans had to change, and how they’re building the right conditions for more joined-up, accountable services.
Kieran Lewis reflects on a recent project to integrate multiple data sources into a single Customer Relationship Management interface, improving call centre efficiency and customer experience by saving time per call and allowing agents quicker access to relevant information, and with ongoing and further improvements still to come.
In the second part of their post, content designer Laura Parker and senior interaction designer Daniel Da Silveira show how they used a content-first approach to design features for the Defra form designer.
In the first of a two-part post, content designer Laura Parker and senior interaction designer Daniel da Silveira explain how and why they took a content-first approach to creating a form building tool.
Lucy Hartley, Head of Service Strategy, Ownership and Performance, and Katie Dickerson, Senior Service Designer at TPXimpact agency, reflect on working together to map Defra group services.
Sam Brett is a Project Manager in APHA’s transformation programme, Delivering Sustainable Futures. In this blog, he reflects on his experience of improving how customers contact the organisation when they need help or advice. At the Animal and Plant Health …
David Thomas, Delivery Group Lead for Environmental Quality, reflects on his experience developing new ways of working across digital delivery.
Lucy Hartley, Head of Service Strategy, Ownership and Performance, and Lisa Jeffery, Design Manager, reflect on the work being done to build a shared understanding of services within Defra’s Digital, Data, Technology and Security teams.
Tim Howard, Deputy Director for Major Projects, Cross-Cutting Technical Services, reflects on his experience of integrating generative AI into software development workflows.
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