That’s a question our design team has been asking recently as part of our work on phase two of Bromley Council’s new citizen-centred waste product, which involves incorporating green garden waste subscriptions into the service.
“Subscriptions like green garden waste collections can involve multiple council systems and departments, so our task is to make sure that process feels natural and intuitive to residents,” explains SocietyWorks designer Zarino.
“In this project, we used prototypes to help us identify and confirm user needs—for both residents and council staff—pinning down exactly what the green garden waste service needs to do, and how the interface should work, to allow residents to create and manage their subscriptions in a way that suits them.”
The prototypes for the green garden waste front-end have now been completed and accepted by the Council, so we thought we’d lift the lid and let you take a look at how the front-end is shaping up.
It needs to display green garden waste collections. The citizen needs to be able to identify their property and view all collection information related to it: whether a subscription is active, what are the previous and upcoming collections, the number of containers being collected and when the subscription renews.
It needs to provide self-service subscriptions to green garden waste collections. If no collections are set up for the property, the citizen needs to be able to complete a form providing relevant information for the council to create a subscription – collection address (from UPRN), contact information, whether new containers are required and payment details for the collection. The citizen should be encouraged to check their details are correct before submitting, and needs to agree to the terms and conditions. Once the payment has been processed and the citizen has been sent a confirmation email, a confirmation page reiterating that their subscription has now been set up should be displayed.
It needs to take requests for more or fewer green garden waste containers. On occasions when the citizen requires more or fewer containers, a multi-page form will help them to complete their request. This should ask how many containers are required, and should redirect the citizen to a cancellation form if they want to reduce containers to zero. Here again, the citizen needs to be able to self-serve all of the relevant information, and a confirmation needs to be available once the request has been submitted.
It needs to handle return or replacement requests of green garden waste containers. In this instance, the citizen needs to be able to define within a multi-page form why they need to return or replace a container and what actions they require next, if any. A summary of the information should be provided, and a confirmation that the request was submitted should be shown afterwards.
And it needs to enable subscription renewals or cancellations. The citizen needs to be able renew or cancel their subscription to green garden waste collections. For renewals, the citizen should be able to refine their subscription if needed (for example, request more or fewer containers), while for cancellations, the citizen needs to be shown what cancelling the subscription means and needs to be able to provide information on how many containers are to be returned to the council.
Of course, there are lots of other, more client-specific things the front-end for Bromley Council’s green garden waste service will do in addition to the above, but these are the essentials.
The green garden waste service we’re designing for Bromley Council is part of a broader waste service SocietyWorks will very soon be launching for all UK councils, built with years and years of experience putting citizens at the front and centre of local authority services. Book a demo to see how it works.
Image: Alexas_Fotos on Pixabay