Exceeding Engagement within the Community
Given the wide range of services that the council provide, it was unrealistic to aim for feature parity with the existing website for an initial release. We used an MVP approach to focus on the highest value features, while laying the foundations that the council could iterate on in the future, with the overall goal of moving toward parity over time.
In order to determine which features were the most valuable we examined 3 main criteria:
- Which features were most used on the website?
- Which areas generated the most support calls?
- Finally, we utilised the experience of the project team at the council and what they felt were the most valuable features.
The MyNotts app was built to complement the existing website, but with a more unified UX. The app allows users to engage more purposely within the community – staying on top of the latest news and events with the What’s On feature or utilising the in-built MemConnect surveys functionality to give constituents a voice on local issues.
Allowing the public to report highways maintenance issues was a top priority because it’s a heavily used area of the website, generating a large number of support calls but providing a sub-optimal experience on mobile devices. The ‘Report It!’ section of the app is focused on convenience, allowing users to report issues easily. This is supported by utilising device features such as GPS and the device camera – providing a smoother experience than would be possible via the web.
Nottinghamshire residents can make the most of council services wherever and whenever, effortlessly available in the palm of their hands.
Launching in early 2020, the app also provided a key channel of communication during the coronavirus pandemic. The council acted swiftly to establish a COVID-19 hub within the app to provide the latest advice & guidance. The hub also allowed residents to sign up as volunteers to support vulnerable residents or request a range of support including everything from food deliveries to social and physical wellbeing support.