Peanuts are not nuts*. Welsh cakes don’t dip well in tea. Paddington station is very confusing. Ambulance response time in Peterborough can be up to 20 mins.
These are just some of the many trivial things we learned while crisscrossing 1700 miles of British countryside.
Thankfully, we also learned what our network thinks of our first Casebook functions, when we shared them at our Future Forums.
We tested 3 tasks with attendees:
- finding a client
- adding a new client
- creating a new case.
We asked what attendees liked and what could be improved and we got lots of really useful information. It was great to have so many staff attend the events. So what did you tell us?
You told us you liked…
Spell check. Address lookup. The clear screen. That it was easy to read. It was intuitive and straightforward.
Things we’re changing from your feedback
You told us some of the language used was confusing. For example, ‘add new client’ makes more sense than our choice of ‘add new case’ and that ‘client profile’ should be labelled ‘case history’. We’re going to work with a content designer to make sure we get this right.
You also asked for a timeline view so you could see a client’s history with Citizens Advice across all cases, and an easy to read view of a case history.
We found out that it’s really important to check a client has given permission for you to leave an answerphone message. We’re now adding a box for advisers to record this information.
You also told us you wanted to be able to search for a client using more than just their name. We’ll make sure you can search by client ID, address, and postcode (and maybe even phone number).
Things we know we still need to do
We know we’ll need to test Casebook to make sure it’s fully accessible and works for visually impaired people. This will be built into the testing cycle. If any advisers in your office would like to be involved in this, please get in touch.
Attaching files is a real pain at the moment on Petra. We’ve designed a feature that allows you to drag and drop attachments into Casebook – but we haven’t built it yet.
We also know you don’t want to be worried about losing your work – so we’re going to make sure Casebook auto saves your work as you go.
We’re designing Casebook a few functions at a time, testing it and then improving it.
The list above isn’t a full list of everything we need to build, nor is it a full list of all the great things that you liked, but the feedback we received will help shape the next part of development.
If you weren’t able to attend Future Forums and would like to test the early prototype with staff in your office sign up here. The team will send you the prototype to test.
Thank you to everyone who attended Future Forums – we can’t design digital products that work for you without all of your fantastic feedback.
*They are legumes and grow underground.