Content and User Experience Strategy

You know what your users are searching for minute-by-minute, so why make them type it themselves? You know what key events are going to come up which will affect the council from week to week, so why make users go looking for information about those key events?

In 2019 the Govmetric satisfaction score on the top council website was 0.3; in 2024 the top council website weighs it at 0.2

To paraphrase Antonio Carluccio on Italian food, 'there is no best practice, only good practice'

Why is managing school terms dates such a pain - for ourselves and our users?

Sometimes it's like a 1990s Guy Ritchie gangland dark comedy

Did the user find the form easy to use? Why did they get half way through and give up? Why don't we just ask them?

Do I owe the council money, or does the council owe me money? I think the council owes me money, but looking at the council tax online account portal it looks like I owe them so much money I should be expecting a knock on the door soon...

When is a complaint not a complaint? And why should anybody care anyway?

News? Huh! What is it good for? Absolutely everything, when done right.