Cleaner neighborhoods
Basildon Council, UKWaste services in Basildon aiming to be more efficient, cost effective and meet residents needs. The council was in the process of creating a 5 year strategy to modernise their waste services. We helped them to shape that around the needs of residents and staff.
During discovery we interviewed residents and shadowed different waste teams on their routes. We realised that what people care about most is that their neighborhood is clean and safe.
During alpha we run experiments to test our assumptions for improving the service in a live service environment. Teams involved customer service center, waste teams and supervisors to work together towards that future service.
Testing with live services
Process
Scoping workshop to find a project focus
Shadowing service staff in the office and during bin collection
Resident interviews
Mapping workshop and ideation
Creating report with research insights and opportunity areas
Discovery
Developing testing plan
Developing clickable prototypes
Setting up experiments to test assumptions with live services
Collecting data to validate the impact of a solution
Summarising service improvements and impact generated for the service in a final report
Develop storyboard and future service journey to illustrate the vision for the service beyond the project
Developed roadmap for the service with step by step improvements and how to test them
Alpha
Session to co-design the Beta phase with all the teams from across the council that are part of it
Blueprint with the overview of the changes for the first step in the service transformation, detailing activities during Beta, responsible teams and what data to collect
Beta
Mentoring for interning colleague
Involving service team members in design activities, assigning responsibilities of preparing and carrying out tests
Preparing the improvement project manager to lead the test and learn approach during Beta and beyond, to ensure the service is equipped to continue to deliver the roadmap
Capability building
"Anne helped us to be as bold as we can and to re-imagine the waste service through the eyes of our residents - it became the Cleaner Neighborhood service. We are proud that our services are tackling real problems and address the needs of the users end-to-end."Service manager