Review and improve customer touchpoints

MJFaucherFolie commented 1 month ago

Context

We need to review how we communicate with LPAs across their journey with us
We need a holistic view of what is being said to them at each touchpoint in the journey
The goal is to ensure that we're consistent with the way we talk about things and interact with users

Acceptance Criteria

Artefact detailing the customer touchpoints
Examples of engagements we make with users

Tasks

[x] Develop artefact capturing customer touch points
[x] Confirm all touch points
[x] Identify communications made at each touch point
[x] Play back to the team
[ ] Work with Maddie to refine communication approach
[ ] Play back changes to the wider team

Additional thoughts

What things are used to communicate with users (specifications, data quality issues, etc...)

MJFaucherFolie commented 1 month ago

Developed a mural board which captures contact points that MHCLG has with LPAs: https://app.mural.co/t/mhclg2837/m/mhclg2837/1729517621123/46c596b8515cd3fc14a9cab9d5d94a5c13d76d3c?sender=u463319bb16378792b5869752

maddie-broxup commented 1 month ago

Adding myself as an assignee as I'll work with Paris and MJ on comms approach

paris-dp commented 1 month ago

Notes and reflections added to touchpoints map

MJFaucherFolie commented 3 weeks ago

Reviewed notes on mural which Paris and Maddie shared. Updated with answers to questions highlighted and user stories

Also included screenshots of the ODP page for review

MJFaucherFolie commented 3 weeks ago

Had a brief chat with Maddie regarding customer touch points. Decided to prioritise comms as other items are being addressed via other tickets (1) and other items can be addressed at a later stage.

Actions:

Maddie to craft a list of questions for the Data Management team regarding their comms
Maddie & MJ Set up async chat with the Data Management team to answer those questions
Maddie to review and iterate service messaging content
MJ to discuss with Jimmy how we might test improved messages with LPAs (such as using a Data Drop In session where we provide participants with scenarios and validate if messaging is correct)

maddie-broxup commented 2 weeks ago

Message sent to Swati, Greg and Alex V to understand a bit more about their current emails process, including:

For the manual ones, do you use a copy and paste template, or are you typing content from scratch each time?
Does the content ever change depending on the email received, or do you use the same content each time?
What common questions or confusion do you notice from users after receiving these emails? (If any)
How do you currently measure the effectiveness of these emails? (If at all)

maddie-broxup commented 2 weeks ago

Received replies to these Qs from data management. @MJFaucherFolie we should discuss what our next steps are :)

MJFaucherFolie commented 2 weeks ago

Drafted doc to support us to progress this ticket forward. Meeting with Maddie set up for Monday to progress further

maddie-broxup commented 1 week ago

Going to work through the emails in the doc MJ created and draft first iterations this sprint

maddie-broxup commented 1 week ago

First drafts - https://docs.google.com/document/d/1DlX_u2L99gpXlNBiboDT0ntP3oGKMTmTuUKTrJwCGR8/edit?usp=sharing

Chatting through these with MJ on Friday and then hopefully we'll be in a position to bring the DM team in :)

MJFaucherFolie commented 1 week ago

Reviewed Maddie's fantastic first draft and agreed to loop in Charlie, and message the DM team some follow-up questions we have :D

maddie-broxup commented 4 days ago

Sent to Charlie for review :)

maddie-broxup commented 2 days ago

Reviewed by Charlie and briefly in a design time meeting with Paris, Alex and Gwen too.

These are now ready to share with the DM team and work out the best way of implementing them

maddie-broxup commented 2 days ago

Message sent to Swati, Greg and Alex:

Hi all 🙂

I’ve been looking into the email comms mentioned above, and have drafted some proposed updates. The goal here was to make some small adjustments to help make the messaging even clearer, and align with gov best practice.

I’d love to hear your thoughts - what works, what might need adjustment, or any additional insights you have. If it’s helpful, I’d be happy to discuss this further or collaborate on refining them together.

There are 4 in total, and they’re quite short, so it shouldn’t take too long to have a scan through. Feel free to add any comments: https://docs.google.com/document/d/1aM82-n8EpE8nH_RYOvexgbR69u5Hj5jvLUUeqDzAPW4/edit?usp=sharing

maddie-broxup commented 1 day ago

Additional changes made to service message email after playback of research insights - https://docs.google.com/document/d/1DlX_u2L99gpXlNBiboDT0ntP3oGKMTmTuUKTrJwCGR8/edit?tab=t.9ntc0apamjlo

digital-land / submit