Featured Interview

In this interview, Chris Carr (Customer Service Programme Manager) talks about Customer Services aspiration for this project and how users will benefit from the new website redesign.

Other videos

Interview with Gemma Walford – Service Improvement Manager for Culture and Environment

We also managed to ask Gemma some additional questions below.

What do you feel is the biggest barrier internally and externally?

I think the biggest barrier for my project aimed at improving online services has been the absence of a measurement framework to show the business that the website should have business goals similar to face to face or telephone channels. Only once the online business goals have been set can we get into the interesting stuff around how we want to translate these goals into online solutions and measure their effectiveness with our users.

Once the business can see how the new process works, and understands what the measurement tools are showing they can take ownership of their pages and use them as a business channel which can be more effective than face to face and telephone, and potentially much cheaper.

And how would the website redesign effect users and the council?

The website redesign will pull together the top ‘things’ our users want to do quickly and cleanly. For example we will make it really easy to see straight off what services can be done without picking up the phone or queuing up in a council office.

Interview with Christine Chung from Fortune Cookie on the setup for usability testing with Camden residents

Viewing user testing setup at Fortune Cookie with Christine from Liz Azyan on Vimeo.

Last Friday (16th April 2010) we conducted some usability testing on the new design at Fortune Cookie and managed to record a video on the usability testing site setup for your viewing.

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