Assisting customers with digital services
...digital test with customers. After some technical difficulties, and a few teething problems, we finally got under way. This time we recruited customers from a range of ages but all...
Sprint Share and beyond!
Following on from July’s SPRINT Alpha (which celebrated the best in digital and showcased the work being done around the UK to make services digital by default) this month’s Sprint Share event promised knowledge sharing and networking by bringing people together …
Customer insight in an Agile environment: NUX2
...is all about the experience a customer has when they interact with us as a business. Any time a customer has contact with us, whether through an application, telephone call,...
View Driving Record: October’s usability testing
...are still numerous user stories focusing on the 'behind the scenes' technical aspects of VDR that will require feedback from users. Additionally, we have plans in place to test the...
Let's get digital
DVLA recently held a ‘Let’s get digital’ event in partnership with Swansea City Council’s Lifelong Learning Team which saw over 50 people attend. The aim of the event was to help people who have never used a computer go online. …
Using Twitter to improve a service
...communication messages to customers and stakeholders. At DVLA we’ve been using our social media channels to good effect to get timely, relevant communications, for example service outages, posting answers to...
View Driving Record: insight from the inside
...of doing things we know we have to be prepared for them not to work perfectly the first time. What’s important for me is that we work together, and quickly,...
IEP testing: why Agile works
...conventional method that I was accustomed to, I was raring to go. One of my first tasks in my new role was to pay a visit to Companies House to...
So we’re delivering this project using Agile: what that means
Up until a year ago I would have said that for me it was a bit of mystery, but with Agile you learn very quickly... or get left behind! Here...
View driving record: user testing
As we get closer to the Beta phase of the 'view my driving record' service, our insight activities are gathering pace. September was another busy month of testing with the public. This time we travelled to Plymouth, and then just …