We partnered with Kingston Council to deliver a full suite of UX and UI design services, aimed at modernising their digital infrastructure. Central to this project was the development of a comprehensive design system, ensuring a consistent and intuitive experience across all their platforms.

We also created a series of online forms that replaced manual processes, leading to a significant reduction in customer service calls. By making these services more accessible online, we streamlined the user experience, making it easier for residents to interact with the council.

Our approach focused on aligning with existing user behaviours while introducing a digital-first mindset, ensuring a smooth transition and high adoption rates. This project reflects our dedication to creating scalable, user-centered solutions that improve efficiency and accessibility for both the council and its residents.

As part of the project, we closely collaborated with user researchers and content designers to ensure that the solutions we developed were both user-friendly and effective. Before the online forms were implemented, we created interactive prototypes to simulate the real user experience. This allowed us to gather valuable feedback early in the process, ensuring that we were addressing user needs right from the start.

We conducted several rounds of user testing with these prototypes, observing how residents interacted with the forms and identifying any pain points or areas of confusion. This testing phase was crucial, as it provided us with direct insights into user behaviours and expectations. The issues and challenges uncovered during these tests were carefully analysed and addressed before the forms went live.

By resolving these problems early, we ensured that the final versions of the forms were highly intuitive and free of friction, creating a smoother experience for users. This iterative process not only improved the quality of the digital services but also reduced the need for future revisions, saving both time and resources for Kingston Council.