Posts
Support flow
Starting point to iterate the process of collecting required information from the user
Support query
20 June 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
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
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
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
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
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
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
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
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
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
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
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
Adding value to Case statistics
More depth to the case statistics with a smaller iteration
Case Management System
30 September 2022
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
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
Energy information
How do we give users the latest information on the rise in energy costs
Find a framework
22 September 2022
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
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
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
Making it easier to see which email needs actioning first
A smaller tweak based on user feedback which helps proc ops understand which messages need attention
Case Management System
30 September 2022
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
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
Improving how messages are viewed in the CMS
A larger redesign of how emails are viewed within the CMS
Case Management System
30 July 2022
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