Private Rented Sector Housing: Discovery
Leeds City Council
Leeds City Council (LCC) has a range of housing services for people in different circumstances, including tenants in private rented housing, those looking for social housing, and people at risk of homelessness. Our job was to help improve the ‘private rented sector housing’ service, which helps people who rent privately to resolve issues with their home that their landlord hasn't fixed, such as damp and mould or anything that keeps their home from being dry, warm and safe.
We described our discovery goal as a question for us to answer: How might we redesign the service that finds and resolves tenant needs? We then conducted over 50 interviews and usability tests – remotely, at the LCC office, and in tenants' homes – with tenants, landlords and members of the internal service team.
As LCC are adapting to agile ways of working, user research and service design, we offered coaching throughout to help prepare the team for the next project phase. Our deliverables included user stories, a service map and opportunities to be tested, along with a guide on how to use these deliverables in Alpha.