Try the new online customer account

Thank you to everyone who took part in testing the designs for the new online customer account. We received 114 submissions for our survey. The survey asked respondents to carry out a series of tasks using interactive designs, then tell us how it went.

Findings

Homepage

We asked you to rank the sections of the homepage by how useful you found them, 1 being most useful, 8 being least useful.

Here is the average ranking, in order from most useful to least:

• My requests: 2.64
• My Council Tax: 3.07
• Services: 3.56
• Recycling and rubbish collection: 3.58
• Have your say: 4.77
• My councillors: 5.50
• Nearest places: 5.77
• Poll: 6.04

We asked what else you would find useful on the homepage. The most popular responses were that you wanted to see information about:

• your housing tenancy, rent payments, and repairs
• antisocial behaviour reporting
• contact numbers and email addresses

Council tax task

We asked you to check your council tax balance to understand how easy it is for someone to complete a basic task.

When asked if you agreed that it was easy to complete the task:

• 50 respondents either definitely agreed or somewhat agreed
• 20 respondents neither agreed nor disagreed
• 27 respondents either somewhat disagreed or definitely disagreed

When asked if you agreed that overall, you had a positive experience:

• 46 respondents either definitely agreed or somewhat agreed
• 24 respondents neither agreed nor disagreed
• 27 respondents either somewhat disagreed or definitely disagreed

We also asked you to share comments about your experience. The top piece of feedback was that it isn’t always clear what some wording and labels mean. Other feedback said that type was too small and you didn’t want to have to create a new account.

Request task

You were asked to find an existing request and take action to progress the request.

When asked if you agreed that it was easy to complete the task:

• 56 respondents either definitely agreed or somewhat agreed
• 15 respondents neither agreed or disagreed
• 27 respondents either somewhat disagreed or definitely disagreed.

When asked if you agreed that you knew what you expect when you clicked on something:

• 51 respondents either definitely agreed or somewhat agreed
• 23 respondents neither agreed nor disagreed
• 24 respondents either somewhat disagreed or definitely disagreed

When asked if you agreed that overall, you had a positive experience:

• 48 respondents either definitely agreed or somewhat agreed
• 21 respondents neither agreed nor disagreed
• 29 respondents either somewhat disagreed or definitely disagreed

When asking respondents to share comments about their experience, the most common feedback was that the same information was shown multiple times which could be frustrating. Feedback also said it wasn’t clear that you had to click to expand requests and that you want more transparency around what is happening with the request, and what you should do next.

Services task

We asked you to find the place where you can report a missed bin collection.

When asked if you agreed that it was easy to complete the task:

• 65 respondents either definitely agreed or somewhat agreed
• 20 respondents neither agreed or disagreed
• 15 respondents either somewhat disagreed or definitely disagreed

When asked if you agreed that you knew what you expect when you clicked on something:

• 60 respondents either definitely agreed or somewhat agreed
• 25 respondents neither agreed nor disagreed
• 15 respondents either somewhat disagreed or definitely disagreed

When asked if you agreed that overall, you had a positive experience:

• 55 respondents either definitely agreed or somewhat agreed
• 28 respondents neither agreed nor disagreed
• 17 respondents either somewhat disagreed or definitely disagreed

When we asked you to share other comments about your experience, the top piece of feedback we received was it was difficult to find the place to report a missed collection on the services page, due to the naming of the service and categorisation of the services.

What we’re doing next

Your feedback will inform the design of My Islington. For example, we want to:

• investigate opportunities for further personalisation of what you’ll see in My Islington
• ensure the My Islington home page contains only the most relevant and helpful tools
• plan how users will be able to get help if they encounter an error
• review wording and labels in parts of the account to make sure it is as clear as possible

We’ll also share some of the feedback with the supplier of the system that My Islington is built on, if it’s not something we are able to change.

We also received valuable feedback about your experience of taking part in the test. We want to run more online testing in the future as part of our promise to provide accessible help and support which works for all. We’ll use your feedback about your experiences of taking part in this test to improve our testing tools and processes.

We are extremely grateful to those who have submitted interest in being involved in further testing. We will share updates when we have new designs.