Posts by this team

Allowing LA account managers to view VCS services

We identified the need for local authority (LA) account managers to have more oversight of services added by volunteer and community sector (VCS) organisations.

Connect families to support

4 July 2024

Allowing account managers to hide services

Our team identified a user need to either delete or hide existing services from the directory.

Connect families to support

5 June 2024

Providing key performance indicator (KPI) metrics

We wanted to find a way to display KPIs on ‘Manage family support services and accounts’ (Manage).

Connect families to support

16 April 2024

Updating the add a service journey

We identified some improvements that could be made to the way services were added in ‘Manage family support services’ (Manage) to make it easier for end users to find the support they need.

Connect families to support

27 March 2024

Replacing family hubs with locations

User research showed that we needed to change the way locations were added to ‘Manage family support services’ in order to improve the family hubs products.

Connect families to support

4 March 2024

Allowing VCS organisations to pause requests

We have given more control to VCS users to allow them to pause incoming requests.

Connect families to support

29 September 2023

Designing changes to the word ‘family’

We needed to cut down on the use of the word ‘family’ across our service to be more inclusive and relevant to users.

Connect families to support

28 September 2023

Consolidating start pages and URLs

We are providing a single URL and start page for Connect families to support and our Manage family support services and accounts.

Connect families to support

8 September 2023

Improving the professional request journey

We improved the support request form in ‘Connect families to support’ so that it’s clearer and more helpful.

Connect families to support

9 August 2023

Softening our language for VCS professionals

Our service relies on voluntary and community sector professionals using it to support families. Without them we have no service. So, we made our language softer and kinder.

Connect families to support

28 July 2023

Improving the ‘add a service’ journey

Users can add services to our directory. User research showed that the ‘add a service’ journey was confusing, and gave us ideas for improving it. This post outlines what we changed and why.

Connect families to support

25 July 2023

Creating a variable option for costs

When users add services to 'Manage family support services', they provide details about what the service costs. User research showed that binary options for ‘it costs money’ and ‘it does not cost money' were not enough for some users.

Connect families to support

24 July 2023

Changing how users add information about when a service takes place

Users of ‘Manage family support services’ need to add information about when their services happen. However, user research showed that we needed to improve our service so they could.

Connect families to support

24 July 2023

Designing how users manage account permissions

We needed to design a way to change, update and delete account permissions for our services.

Connect families to support

19 July 2023

Adding privacy statements

We need to tell users about the data we collect, how we use it, store it and how long we keep it.

Connect families to support

4 July 2023

Collecting contact numbers

We needed to design how to collect local authority professionals' phone numbers and contact preferences, so voluntary and community sector organisations could get in touch about their requests.

Connect families to support

26 June 2023

Designing what happens when users do not have access

Our services, ‘Manage family support services and accounts’ and ‘Manage connection requests’, use permissions to allow users access. We needed a way to tell users who do not have permissions why they cannot access the services.

Connect families to support

30 May 2023

Adding permissions for ‘Manage’ and ‘Manage connection requests’

Our users need permissions for Manage family support services and accounts and Manage connection requests services. To integrate our service with GOV.UK One Login, we changed ‘add user’ functionality to ‘add permissions’.

Connect families to support

24 May 2023

Notifying VCS organisations about a new connection request

We’re using Notify to let voluntary and community sector (VCS) organisation users know they have a new connection request. We’ve considered anonymisation to keep the family’s details secure.

Connect families to support

10 May 2023

Giving a warning on Connect families to support start page

We’ve used the warning component on the start page to tell users not to use the service to report safeguarding concerns. We considered ‘before you start’ text but learned users tend to ignore anything under the start button.

Connect families to support

28 April 2023

A dashboard for professional users

We’ve designed a dashboard to show users a list of connection requests they’ve sent. We’ve considered the search, sort and filter options we provide to help users find a connection request.

Connect families to support

26 April 2023

Updating professional users on their requests

We’re using Notify to email users to let them know that their connection request has been updated. We’ve also designed how the connection request is displayed in the service.

Connect families to support

26 April 2023

Navigation on the Family Hubs services

We’re adding a global navigation on Connect families to support and Manage connection requests.

Connect families to support

26 April 2023

Advising users about safeguarding concerns

We’ve replaced a question with an interruption page to tell users not to use the service to report safeguarding concerns.

Connect families to support

21 April 2023

Capturing permission to share personal information

We’ve explored the language we should use around sharing personal information and learned ‘consent’ causes confusion for our users, and ‘permission’ is much clearer.

Connect families to support

21 April 2023

Capturing contact preferences and details

We’ve iterated the pattern we’re using to capture families’ contact details. We're using a free text box to collect information about additional needs, best time of day to contact and if they’d prefer messages over WhatsApp.

Connect families to support

21 April 2023

Designing reference numbers for connection requests

We’ve investigated what format to use for transaction numbers that prevent duplication of work by developers as well as being accessible for users. We’re using a 6 digit hexadecimal number.

Connect families to support

21 April 2023

A dashboard for VCS organisation users

We’ve designed a dashboard to show users a list of connection requests they’ve received. We’ve considered the search, sort and filter options we provide to help users find a connection request.

Connect families to support

21 April 2023

Enabling VCS organisation users to respond to requests

We’ve designed how connection request details are shown to VCS organisation users, and how they can respond to accept or decline.

Connect families to support

21 April 2023

Capturing the reason for a connection request

We’ve iterated the text we use to prompt users to provide the right detail in the free text entry box for ‘reason for a connection request’.

Connect families to support

20 April 2023

Filtering by age in ‘Find’ and ‘Connect’

We redesigned and moved the age filter, used by the ‘Find’ and ‘Connect’ services, to make it more obvious and useful.

Connect families to support

6 April 2023

Adding new user journeys to the ‘Manage’ prototype

We added ways for local authority users to add and manage family support services, and to create new user accounts.

Connect families to support

17 February 2023

Building a prototype to test the 'request for support' journey

We built a prototype so we could test the 'request for support' journey with users who work at voluntary and community sector organisations.

Connect families to support

10 February 2023

Aligning the prototypes for ‘Connect’ and ‘Find’

When the design and research teams for the Information Sharing and Family Experience services joined together, we aligned the prototypes for 'Find support for your family' and 'Connect families to support'.

Connect families to support

6 January 2023

Redesigning how professionals search for support for families

We redesigned the journey for professionals to search for, and connect families to, support.

Connect families to support

17 December 2022

Naming Find, Connect and Manage

We decided, in groups and in consultation with product managers, on service names and domains for Find, Connect and Manage.

Connect families to support

16 December 2022

Evolving categories for 'Connect' and 'Find'

We iterated the categories that services in 'Find' and 'Connect' can use to identify what they offer.

Connect families to support

10 November 2022

Iterating how users search in 'Find'

We added a secondary start page to 'Find support for your family', and redesigned the search filters, categories and results pages.

Connect families to support

28 October 2022

Building a new user journey for 'Find'

How we designed our second user journey for testing.

Connect families to support

12 October 2022

Building the first user journey for 'Find'

How we designed our first user journey for testing.

Connect families to support

22 September 2022

Designing a form to add services - 'Manage' version 5

We iterated the way voluntary and community sector organisations add services to 'Manage'.

Connect families to support

15 September 2022

Designing a form to add services - 'Manage' version 3

We iterated the way voluntary and community sector organisations add services to 'Manage'.

Connect families to support

31 August 2022

Scoping the 'Find' MVP

We made design choices to inform the scope of our minimum viable product (MVP) for 'Find'.

Connect families to support

22 August 2022

Find support for your family alpha version 1

This is the first version of the prototype we tested with families to help them find support from family hubs and services in their local area.

Connect families to support

12 August 2022

Find support for your family alpha version 2

This is the second version of the prototype we tested with families to help them find support from family hubs and services in their local area.

Connect families to support

12 August 2022

Find support for your family alpha version 3

This is the third version of the prototype we tested with families to help them find support from family hubs and services in their local area.

Connect families to support

12 August 2022

Find support for your family alpha version 4

This is the fourth version of the prototype we tested with families to help them find support from family hubs and services in their local area.

Connect families to support

12 August 2022

Find support for your family alpha version 5

This is the fifth version of the prototype we tested with families to help them find support from family hubs and services in their local area.

Connect families to support

12 August 2022

Collecting voluntary and community sector organisation information

Iterating the data we collect from voluntary and community sector organisations to display in a directory of services for professionals working with families.

Connect families to support

31 July 2022

Developing the professional 'search and refer' a family

Testing and iterating the language we use to describe the service professionals will use to search for support services for families.

Connect families to support

19 July 2022

Form for admin users to list VCS organisation services

The first version of the form for admin users to list their voluntary and community sector organisation support service in a directory for professionals working with families to search.

Connect families to support

5 July 2022

Form for admin users from local authorities to list services

We are creating a directory of family hub services for families to search for support in their local area.

Connect families to support

5 July 2022