First show and tell of the housing repairs alpha

1. Southwark
20 January 2020
Housing repairs alpha
Show and tell 1

2. Daria
Kwiatkowska
Service designer
Alex Yedigaroff
Transformation
manager
Our team
Debs Durojaiye
Designer
Vita Mangan
User researcher

3. An alpha to understand
what a common pattern for
housing repairs would look
like

4. If I need a repair in my home (or in a
communal area), I can easily and
confidently find information about how
to resolve my issue, request and book
a repair and understand what will
happen, and by when.
Vision: residents

5. If a resident needs a repair in their
home (or in a communal area), the
correct diagnosis can be easily made
so that the right people with the right
tools can fix the problem in the right
timescale.
Vision: organisations

7. Alpha
building prototypes and testing
different ideas.
testing the riskiest assumptions.

8. What is a service pattern
(and what makes it
common)

12. This sprint:
● service mapping workshop
● built an initial prototype
● testing prototype with residents
● synthesising insights

13. Deciding the focus
for the prototype

14. Most common repair types
● Southwark - leak
● Lincoln - heating
● Greenwich - plumbing
● South Kesteven - plumbing

15. We ran a service
mapping
workshop at each
of the councils, to
understand where
in the journey
there are
opportunities.

16. We found that
there are
“two types of
misdiagnosis:
of the problem
and of
responsibility”

17. We created a prototype of
the reporting journey,
focusing on eligibility

18. Our prototype focused on
eliminating anyone who we
think wouldn’t be able to
report online:

19. ● Emergencies
● Self-help cases (damp)
● Following up
● Complex, ongoing issues

20. We made assumptions as
we built the prototype

21. ● We can use a postcode/address to
determine eligibility
● We can identify and retrieve prior
reports
● We’re capturing enough information to
establish a diagnosis
● It’s technically possible to build this

22. Prototype

23. Here is a runthrough of our
prototype

24. User research

25. 4 sessions with council
tenants

27. Overall ...

28. There are distinct resident types
(not personas)
that we need to support to avoid
failure demand

29. ● Experience with council housing
● Knowledge about repairs
● Familiarity with their property (?)
● Vulnerabilities
● Digital inclusion

30. Overall people we spoke to so far
were open to reporting online and
were able to report a variety of
scenarios, but ...

31. Some people have lost trust in online
reporting. So even when they are
able to use an online tool, doesn’t
mean they will.

32. You go online, fill out the
form to report the problem,
then nothing...“
Council tenant

33. An online reporting tool will need to
work seamlessly with the rest of the
service.

34. And you’ll need to communicate the
improvements and benefits to drive
uptake.

35. Highlights from
prototype testing ...

37. People ended up in the wrong
journey or felt reporting was long-
winded

38. The current elimination-style online
journey doesn’t match the natural
thought process and flow of a
conversation.

39. People were put off by
this list of emergencies.
Some people didn’t
realise this was a list of
emergencies at all so
they ended up in the
wrong journey

40. Emergency, priority and escalations
mean something very specific to the
council but not to residents.

41. People had a consistently positive
experience with the ‘more details’
page

42. People had a
consistently positive
experience with the
‘more details’ page
but it needs more
structure

43. People struggled with “Have you
reported this problem before?”
because it’s not a simple yes/no
answer for residents

44. I have had this problem
before but it has recurred.
I have told the council about
this. I’m following up because
...
This is the first time this has
happened and I haven’t told
the council yet.

45. So we need to support these options
in an online service and across other
channels.
It may also mean that you start with
‘new repairs’ only

46. Damp, mould, leak, drip .. can mean
different things to people without
adding the complexity of diagnosis.

47. It is challenging for people to
select the
one right option
because they use a different
language, have a problem
that might involve multiple
options on here.
Also, are we asking for the
cause or the effect?

48. The shower leaks all over my
floor and then it comes into
my kitchen cupboards
“

49. We can help people describe it using
a set of standardised questions and
images.

50. Next steps

51. We’ll design and build a
prototype for booking a
repair from the internal
users view

52. We’ll start a technical
discovery to understand
how data can and should
flow

53. Thank you!

54. Questions?

55. https://miro.com/app/board/o9J_kv0F1aE=/