When it comes to improving the FixMyStreet user experience, we’ve recently been giving a lot of (well-deserved) attention to the mobile experience of our website, through which around 40% of website reports were made in the last three months.
You might have seen us talking in December about how we’re exploring the use of Progressive Web Apps (PWAs) to help the FixMyStreet site look, work and feel like an app without actually being one.
Well, following on from that, here’s a rundown of some of the new improvements we have been, and will soon be working on to make using the website on a mobile device an even smoother experience.
Continuing to ensure that the process of submitting a report on FixMyStreet is as smart and uncomplicated as possible, we’ve been designing a simpler reporting form for mobile users.
Taking inspiration from some user groups we carried out over the course of the last year, we’ve been building on some of the best bits of our existing mobile app and applying them to the web version of the site so that more users can benefit from them – including users of the various council versions of FixMyStreet Pro.
One of these ‘best bits’ takes the form of a ‘one detail at a time’ question and answer format, delivered in a logical order. This approach helps to avoid overwhelming the user – they don’t have to think of everything at once and are less likely to exclude key information, or indeed include irrelevant information.
Plus, if a citizen wants to make a report on-the-go from their mobile, this simplifies the process for them by making it much more digestible and permitting much easier map asset selection without needing to interrupt the report flow.
In a bid to make FixMyStreet’s interface more forgiving for mobile users, we’re working on applying an even more touch-friendly design to the site, which will further help to make it feel and respond like it’s an app.
To make this happen, we’ve introduced a more responsive category picker, better map controls and a more obvious ‘use my location’ feature to facilitate selecting location data that’s as accurate as possible.
With these changes in place, FixMyStreet will be faster and easier to use on a mobile device, dramatically improving the citizen user experience.
When a citizen cares enough about their local neighbourhood to make the effort to report a problem to the council, the last thing you want to do is to make them feel like the process of doing so is too difficult or long-winded to be worth it.
Councils using FixMyStreet Pro will know that the service already provides a report summary at the final stage of the process to help increase report accuracy and reduce the risk of users abandoning their report before inputting their contact details.
Wanting to take that one step further with our new ‘one thing at a time’ format, our eventual aim is to have the report summary show up at the top of each stage of the form filling process, so that citizens can see their progress and receive a constant reminder of why they’re here and why it would be a shame to quit without completing the report.
Following some research we carried out recently into how photos make FixMyStreet reports 15% more likely to be recorded as fixed, we wanted to dedicate some time to thinking about how we can encourage users to begin a report with a photo, instead of it being an optional extra.
While it’s a long way off being something we can implement, our thinking is that, aside from increasing the likelihood of reports being marked as fixed, one of the key advantages of enabling this feature would be that, under the right circumstances, it could give us the capability to use the photo to autofill other details, such as recognising the category the report belongs to, the GPS location and other useful data that is embedded into photos taken on mobile devices. This means reports which start with a photo would be much quicker and easier to complete for citizens, and much more accurate and actionable for council staff.
Last but by no means least, another new feature we’re still in the exploration stage of working on is one that we hope will make reports easier to read and browse for citizens and council staff alike. Although this one isn’t specifically a mobile feature, it would likely benefit mobile users of the website the most, if and when we’re able to implement it.
Knowing that FixMyStreet users sometimes get confused between the summary field and the details field, which can lead to one or both of them containing repeated or irrelevant information, we’re exploring how we can remove the burden of inputting this information from the user by automating the process and reducing the amount of user-generated information we need to ask for.
We’re still exploring how best we can do this, but the end result should be a better standard of information available for council staff to browse, with clearer email subject lines, easier case prioritisation and no time wasted by users writing what ends up being unhelpful information.
And that’s it for now! As we’ve mentioned, some of these improvements are still in the exploration or developmental stage, so while we can’t say exactly when they will be rolled out just yet, there’s certainly lots to look forward to!
In the meantime, if you’re interested in learning more about any of the work we’re doing on FixMyStreet, or you want to chat to us about any of our other services, do get in touch with us.
Were you aware that councils, as registered Public Sector Geospatial Agreement (PSGA) members, get free, unlimited access to Ordnance Survey’s Premium Maps API?
Peterborough City Council were, and so, using an API key, we’ve just completed some work updating the OS maps displayed on their instance of FixMyStreet Pro – and don’t they look magnificent?
So what’s different about these maps, aside from being very nice to look at?
Well, the high-level OS maps available in this way show a lot more detail to citizens, especially when tiles are zoomed in, which should help them to make more accurate reports about streets and highways defects.
Using the API should also produce a faster loading time for tiles and removes the need for watermarks.
Another benefit of displaying maps like this is that councils don’t need to provide us with the source data for the maps or worry about keeping it up to date; OS will take care of that.
Of course, councils who have their own map servers can already display data in this way via FixMyStreet Pro, but for those who don’t host their own map tiles, the OS Maps API offers a really neat solution.
Or, if you’re a council already using FixMyStreet Pro and you would like to explore connecting up your OS Maps API, let us know.
The arrival of March (how fast did that come around?!) brought with it the end of the fourth SocietyWorks sprint of the year, so here’s your update on what the team got up to.
This sprint we worked with Peterborough City Council to introduce some new maps to their instance of FixMyStreet Pro using Ordnance Survey’s Maps API (which is totally free for PSGA members such as councils). The high-level OS maps available this way show a lot more detail to citizens, which should result in more accurate reports. We might be biased, but we think the new maps look beautiful.
The new maps are available to all FixMyStreet Pro customers – let us know if you want to display them, too.
Also with Peterborough City Council, we created some new bin icons to include on their in-development waste management system. This system will be integrated with Bartec and will allow citizens to report missed bins to the council easily online. Find out more about our new waste service here.
In more waste-related news, our green garden waste project with Bromley Council continues. This sprint we have been focusing on the citizen forms and how to make the process of completing them as easy as possible. This was based on prototypes first, and is now being coded up after feedback from the client.
Thinking about how we can improve the FixMyStreet Pro citizen user experience further still, we worked on creating the functionality to populate citizens’ details if they’ve already logged in to FixMyStreet to make report-making even smoother.
Another FixMyStreet Pro improvement, we’ve been working with London Borough of Bexley, who have recently created new email templates to keep their citizens informed on report progress. This is a key part of the product, and is very flexible, allowing our clients to send custom wording per status and category.
Also this sprint, we started our first rounds of interviews for the new noise case management project we’re working on with Hackney Council – we’ll be creating separate sprint notes every two weeks for this too, so look out for them.
As there is light at the end of the tunnel of this pandemic, we’ve also been looking at what the next three years could look like for SocietyWorks by creating a three-year strategy, giving us a clear path to follow and goals to work towards.
If you read our previous sprint notes, you’ll know that we’ve set ourselves the goal of celebrating our hard work more from now on. Sticking to our promises, we entered another award this sprint – this time it was the Digital Leaders Impact Awards. We decided on the Social Transformation category, focusing on the positive impact FixMyStreet Pro has on councils and their residents. Wish us luck!
Last not definitely least, we’re very excited to announce that we have recruited a new Project Manager, who will be starting next week! Once they’ve settled in we’ll introduce them to you all.
Got any questions about anything we’ve mentioned here? Ask away.
Image: Jack Bassingthwaighte on Unsplash
Days are getting longer, nights are getting shorter and the SocietyWorks sprints are getting busier! Here’s a summary of what we’ve been up to recently.
If you’ve been following our sprint notes closely, you’ll know that we’ve commenced phase 2 of developing Bromley Council’s new waste service. This sprint we delved a bit deeper into the different APIs we’ll be using, and drafted a technical specification that we shared with Bromley and the third parties involved to get their feedback. We do this because, as part of our processes, we like to make sure we prepare fully, rather than jumping straight into code. This makes for a smoother roll-out, and is also an opportunity for the our customers and any relevant parties to raise any potential issues that may need to be addressed.
We also continued our work on Peterborough City Council’s new waste service, which involves an intelligent integration with Bartec. It’s coming along nicely and we’ll have more to update you on in the near future.
On the FixMyStreet Pro side of things, we worked on several smaller work orders this sprint, including projects for London Borough of Bexley and Bath & North East Somerset Council.
We also looked at how we can roll-out the functionality to send an email when a user is subscribed to a report by council staff on a wider scale – this is something we’ve already built with Oxfordshire County Council, but we see real value in it, so we would like to offer it to all of our council partners. Let us know if this interests you.
Plus, we caught up with our friends at Buckinghamshire Council about how they’ve been getting on with FixMyStreet Pro, which they first switched to back in 2018. We were thrilled to learn that, as the service has improved the user experience for citizens when making a report online, calls to the Council have decreased by 49%, saving Buckinghamshire more than £32,000 per year. Not bad, eh? If you’d like to learn more, we wrote a blog post here.
As a team, we’re all really proud of what we do and why we do it, and yet very rarely do we shout about it. Now that our new Marketing & PR Manager Sally is here, we’re going to change this. To that end, we’ve been busy preparing submissions for entering a few awards in the areas of system integration and digital transformation – two things that we live and breathe here at SocietyWorks. Keep your fingers crossed for us, and watch this space!
Sally’s not going to be the new person for very much longer; this sprint saw us conducting interviews for a new Project Manager role. We’re all very excited about this new addition to the team, and we’ll be sure to introduce you as soon as they get started!
Image: Max Conrad on Unsplash
FixMyStreet Pro customers can now take advantage of a new feature for the service: the ability to connect to Notify and send status updates via text.
Just like a lot of the new service features we develop at SocietyWorks, they often start off as a great idea from a client.
On this occasion, it’s Hackney Council we have to thank; they came to us a few months ago with the desire to connect their GOV.UK Notify account with their FixMyStreet Pro instance in order to give citizens more options for staying informed about their reports.
It made perfect sense to us, so together we’ve been working on this co-funded piece of development, which, now that it’s completed, is available to all of our Pro customers. The work involved adapting the FixMyStreet SMS authentication functionality and adding the Notify functionality as the new SMS backend provider for the verification step.
For Hackney, the integration with Notify means that when a report is made to them, the site asks the report-maker for either their email address or mobile phone number, which, once verified, will create an account and enable the Council to provide text or email notifications about the report.
If you’re a Pro client and you’d like to connect your Notify account to your instance of FixMyStreet Pro, send us a message in helpdesk.
Not a Pro client yet but interested in becoming one? Get in touch with us here.
Image: Ono Kosuki on Pexels
There’s been lots happening during the second sprint of the year – here’s what the SocietyWorks team has been working on.
We’re very excited to have started phase two of our work on Bromley’s waste product, which includes incorporating green garden waste and payments into the service.
We’re working closely with the team at Bromley, Capita and Veolia to create this new system. Currently, we’re designing the prototypes for the citizen forms to understand what information we’ll need to capture and how to make this as easy as possible for the user to fill in.
In other waste-related news, we’ve been speaking to a few of our clients to get their feedback on features and pricing for our general waste product. We’ll also have a new name for the product confirmed in the next few weeks! If you’re interested in learning more about our new waste service, drop us a line.
Also this sprint, we’ve applied the finishing touches to the GOV.UK Notify work we’ve been doing for Hackney. This new service is going live on the 4th Feb and is available to all FixMyStreet Pro Gold clients – find out more about how to buy here.
A hangover task from just before Christmas, we ticked updating client cookie banners off our list this sprint, making sure they’re all as up-to-date as possible.
Our new Marketing & PR Manager Sally has been getting her feet under the table and is looking at our overall Marketing goals for the next 3 years, as well as the best ways to spread the news about all the good work we do. You might have noticed during the last sprint that we now have a SocietyWorks LinkedIn account, a SocietyWorks Twitter account and a FixMyStreet Instagram page – go give us a follow!
We’ve taken some time this sprint to look at our internal processes, including how we operate and organise the sprint itself. This is something we’re going to be mixing up a little over the next few weeks – we’ll let you know how it goes!
Last but definitely not least, with it being February already (we know, we’re shocked too), we’ve started to plan for our summer user groups. We look forward to running these groups every year, and this one is no different. If you’re not familiar with them, have a read of this blog post about our most recent user group and keep an eye out for more details coming soon.
Image: William Santos on Unsplash
The first sprint of 2021 is complete, so here’s your update on everything the SocietyWorks team has been up to.
In light of the latest lockdown announcement and school closures, we had to make a few adjustments to the sprint schedule to make sure that we were being realistic with what work we could complete. But as always, we pulled together as a team to give each other the support we needed, which has meant we were still able to work on the following things:
In an exciting start to the year, we soft-launched one of our new services: a secure noise reporting workflow for Hackney Council. If you’ve been following our blog for a while, you’ll know that this is something we’ve been excited about working on, so it was great to get it live.
Alongside working on the new noise service, we got to work on some smaller FixMyStreet Pro orders for our clients, such as private comments and amends to map layers.
Also this sprint, we’ve been following up with clients on work that was completed last year, like pulling photos back out of Alloy and Confirm – something we’re keen to see progress. Learn about how we are able integrate our services with any backend management system here.
We’ve also been working on a new Bartec integration for a waste service with our friends at Peterborough Council. This is the second waste product project for us, and we’re very excited to roll it out – stay tuned for more updates on this soon.
In other exciting news, we completed a big piece of discovery and have been able to take it straight to an alpha build for a client this sprint, which we’ll reveal more about in good time. If you’re not sure yet what our discovery service is, you can read more about it here.
Another Hackney-related thing we worked on this sprint was to collect the final reviews on their GOV.UK Notify project, which will go live in early February. This is available to all FixMyStreet Pro Gold clients – find out more about how to buy here.
And finally, ahead of a busy and exciting year of development, we’ve been preparing a variety of different comms pieces this sprint, including drafting some announcements about our upcoming new mobile improvements for FixMyStreet. Watch this space!
Image: Lisa Fotios on Pexels
Whether you’re a council or a citizen, potholes are an all-round pain in the bum(per), aren’t they?
When it comes to citizen reports made on our FixMyStreet service, potholes are always up there among the most frequently reported problems. In fact, in 2020, despite lockdowns and less frequent travel, more potholes were reported through FixMyStreet than ever before.
For councils, dealing with pothole reports has never been a bigger challenge. Aside from being expensive to fix (and no sooner have you fixed one than another appears), staff shortages caused by COVID-19 as workers are required to isolate have made coordinating pothole fixes a much longer, more complicated process.
Be that as it may, at a time when most road travel is being carried out by key workers, it’s more important than ever to make the process of reporting potholes and responding to such reports as easy and as fast as possible.
This being the case, we thought we’d highlight all the ways in which FixMyStreet Pro can and does make dealing with pothole reports easier, cheaper and much less bumpy for councils and their residents.
Now more than ever, councils need to save money wherever they can. Investing in a channel shift to FixMyStreet Pro for the management of your streets and highways reports could help you save up to 98.69% per report, just like it did for Buckinghamshire Council.
As well as needing to save money, councils and their customer service teams also need to save time – especially time wasted on dealing with duplicate reports. FixMyStreet’s transparent approach to reporting helps to dissuade duplicate reports by allowing citizens to view reports that have already been made nearby and subscribe to updates from the council as the issue is resolved.
We know how annoying, nevermind expensive, it can be when your backend IT systems aren’t quite getting along the way you’d like them to. With FixMyStreet Pro, we promise to integrate into whichever systems you’re using to facilitate a smooth user workflow for everyone. See how this worked for Oxfordshire County Council, who, by switching to FixMyStreet Pro, were able to make immediate workflow improvements and savings by removing layers of legacy software.
No one council is the same as another; you have different needs, different priorities and different ways of doing things. We take all of this into account when we’re setting up your version of FixMyStreet Pro, building it around yours and your residents’ needs. As an example, when it came to potentially hazardous reports (such as dangerous potholes), Island Roads, the company that handles highway maintenance on the Isle of Wight, requested to implement emergency categories to their version of FixMyStreet Pro to help safeguard against accidents and allow them to deal with problems faster.
Want to get started making your pothole reports easier to navigate? Get in touch with us.
When it comes to drawing up plans for future features to add to the FixMyStreet Pro roadmap, it’s really important to us that we consult with the people who will actually be using them before we commit to anything.
That’s why we like to run user groups – events to which we invite clients to join us for a couple of hours to learn about what we’ve been working on and get involved in exploring any features which would be of benefit to them if we were to design them next.
Our most recent user group ran earlier this month as a perfect way to round off the year and influence our 2021 plans.
As part of the session, we broke off into small groups in order to answer this question: What’s the one thing you wished FixMyStreet Pro did that it doesn’t currently do?
Using Miro, each group was given 15 minutes to bounce ideas around for new features they would like to see on the FixMyStreet Pro service by pinning a digital post-it note to a board. Each idea was then discussed to determine what the feature is, what problem it solves and who would benefit from it.
Before reconvening, the groups selected their favourite idea to be presented to everyone. The top ideas from each group were then voted upon to determine which was best, using a very snazzy feature of Miro’s platform.
On this occasion, the winning new feature suggestion was to introduce the functionality to quickly create a report on a mobile device from a photo. Alex Brown from Island Roads, whose idea this was, explained more:
“If you’re familiar with iPhones and Android, you’ll know that there’s a share function which gives you a shortlist of things you can do with your photos.
“For example, you can open up a photo, press the share button, select your messages app and it takes you straight into the app where you can send the photo to one of your contacts.
“We’d like something similar to that [for FixMyStreetPro], where you can take a photo with your camera, open it, share it, hit FixMyStreet and it takes you straight into the app so you can log your report.”
As our Designer Martin said at the time: “Brilliant!”
A simple, yet smart idea that would make it even easier for citizens to act when they spot a problem within their local area. Plus, as we uncovered recently, reports with photos are around 15% more likely to be recorded as fixed than reports without a photo, so anything we can do to encourage the use of photos within reports can only be a good thing.
And here lies the beauty of running these user groups: not only is it the perfect opportunity for local authorities to discuss and share solutions to problems they’re facing, but it’s also the ideal environment to nurture brilliant ideas that we hadn’t thought of before.
Going forward, we’re taking Alex’s idea, along with a few other suggestions from the day, into some discovery sessions in order to determine whether and when we can add them to our roadmap.
So, watch this space!
If you would like to come along to one of our future user groups, or you’d like to discuss any ideas of your own, do drop us a message.
Image: Dstudio Bcn on Unsplash
Notifications via text: one feature that we’ve not previously explored for FixMyStreet.
And yet, it’s easy to see that this might be a desirable add-on, given the fast pace at which report statuses can change as they pass through the resolution cycle, and everyone’s increasing reliance on their mobile phones to keep on top of things.
Hackney Council gave us the nudge we needed to look at this more deeply: they had a GOV.UK Notify account, and wondered whether we could make it work with their FixMyStreet Pro instance to give their citizens more options for keeping up to date with reports.
So we’re now working with Hackney on a co-funded piece of development that, once completed, will be available to all our Pro customers.
When a new report is made in Hackney, the site will ask the report-maker for their email address or mobile number: once this has been verified, an account will be created. This work has involved tweaking our SMS authentication functionality and adding the Notify functionality as the new SMS backend provider for the verification step.
Everything’s working well so far, and it’s now with Hackney to test and give us feedback.
Image: Daria Nepriakhina