Three hundred people, 16 trains, 9 locations and 1 month.
This week brings an end to our 2015 autumn Future Forums where I’ve shared our digital work with Citizens Advice chief officers and chairs of trustees. This was a chance to go through research and insight into how clients and advisers use digital tools and content as well as some very early work into what our digital advice and future client management system (Casebook) might look like.
The forums were a great opportunity for discussion and debate. If you weren’t there, the main ideas were:
- digital is there to support our face to face and phone advice
- we take a user-driven approach to digital content and tools
- our users are first and foremost clients and advisers
- we make evidence-based decisions on what those users need
- this relies on user testing – get involved!
- if you’re testing, we’ll give you unfinished products so we can fail fast and learn quickly
- we have lots to test and we need advisers and clients to do that – get involved!
We don’t have enough opportunities to talk in large numbers, face to face about this kind of work. Communicating the changes we’re making to digital, why we’re doing them and how is a real challenge for the team. The Future Forums were a start, but we need many more opportunities like this.
To help with that communication, here are some of the materials we used at Future Forums to start to tell the story of Citizens Advice’s digital service. There’s the slide deck I presented, slimmed down and split into three short narrated films. There’s also a copy of the What we’ve learned so far report and a poster for printing and putting on notice boards.
Next week we’ll post the short film about user testing and the difference it makes.
Please use and share these materials. If every person who came the Future Forums tells five others, that’s another 1,500 people who might get involved in the work.