Essex County Council (ECC) is responsible for the running amenities and services within Essex. The driving force behind the transformation project was improving customer care whilst cutting the costs associated with traditional channels.
Evolving the user experience
Briefing, workshop and analysis processes were carried out to understand the issues and marketplace. A change in emphasis from informational to transactional was developed to help reduce demand on telephone and paper based services.
Wireframes complete with content were developed to illustrate a user journey towards a transaction, these were then designed before being presented back to the ECC project team.