We design better digital products and services.
We’re not a team of yes people. We work with you to understand your users and potential customers to create better digital experiences.
From websites to chat bots and mobile apps, we have the capacity to create, test and get your digital product up and running…
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.
The service enables eligible teachers to apply for, and receive payments as an incentive in the early years of their teaching careers. We led on the service design, content design and research aspects of this project.
This service effectively delivered two policies for the department across two user journeys; “Claim a payment for teaching maths or physics” and “Teachers: Claim back your student loan repayments”. The criteria which make a teacher eligible or not are complicated and therefore needed substantial research and design work to ensure teachers’ understood their eligibility throughout their journey. As part of the service design we built their in house operations team and processes to approve claims in addition to their support service.
After 12 months of complex work we launched the service, processed over 2,600 claims from teachers and paid out £3.5m to eligible teachers. In addition to meeting all the service standards we curated a set of design standards for the DfE, designed and delivered a training plan for the operations team in agile and design thinking and set a new standard for services within the department.
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Steve says, - “Paper really acted as an extension of our small project team. Through working closely together they’ve gained great understanding of our product and there’s a real feeling of us working towards a joint goal.
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What do you do when all the data that you hold internally tells one story, but your users tell a very different one when you speak to them? How do you make sure that your team appreciates that this is a problem?
Hi, I’m Isabella. I came to Paper this week for my work experience and have had an excellent week. What I did this week Although my work experience was a bit unusual (having never met any of the Paper team in person), that didn’t stop it being interesting and fun.
The aim of the HI Future project is to “create a scalable and sustainable solution for the employment of formerly homeless individuals”. After completing initial user research in Phase 1, we proceeded with Phase 2 which would focus on the design of a solution.
Continue reading Helping design a solution for a “Homeless Inclusive” (HI) Future: Phase 2