"As a council, we are legally obligated to provide a Local Offer service to our residents, however with a limited understanding of the needs of its users the current offer had become out-of-date and uptake extremely poor. The service was an ideal place to start our digital journey into user-centred …

"The beginning of this project wasn’t like a typical introductory meeting as you’d normally have with other people you work with. This was different. This was an interactive session. We placed ourselves in the shoes of our residents, beginning with some basic exercises around our perception of the council - …