Implementing Agile Approaches

Kent Homechoice - Homelessness Triage Tool

An LGA Funded Digital Transformation Project

Objective – to develop an online tool to help those in a homeless situation self-assess for eligibility and provide appropriate advice.

April

2016

Discovery workshop

with housing teams and personas

June – Dec 2016

Workshops with housing teams and developers

throughout development

phase

Jan

2017

User testing

Beta tool

Feb

2017

Workshop with

housing teams to finalise

questions and content

March 2017

Tool is live and linked to

from council website

March 2017 onwards

Monitoring usage of the tool

Iterative approach, testing with staff and users though out

Homelessness Triage tool:

• Held workshops with stakeholders from each Local Authority

• Created personas to help tell our customer stories

User Research – Discovery phase

Discovery

Homelessness Triage tool:

• Used our developed personas

• Used ‘eligibility’ and ‘priority need’ criteria

• Created a list of personas who would need to be catered for in the tool

User Research – Discovery phase

Discovery

Discovery

Development

Development

Development

Development

Development

Development

Development

‘I like the teal colour – it’s very calming’

‘It’s clear and uncluttered’

‘I didn’t realise there was a continue button at the bottom’

‘I’d like the form to be more personal andfriendly in the way it ‘speaks’ to me’

‘I want to put a tick next to the item that applies to me’

‘I don’t actually know who my local authority is’

‘There aren’t many pleases and thankyous’

User Testing – throughout development Homelessness Triage tool:

Delivery