Improving our communication with LPAs around providing data and increasing their familiarity with the service
The problem
As a programme, we want to clearly communicate our aims and expectations around the approach we would like LPAs to take, and enable and support them in providing trustworthy data to the Planning Data platform.
Feedback and insights from user research has highlighted that communication around data provision has not been explicit enough to allow users to fully understand elements of the programme/service.
In particular, a round of research in December surfaced uncertainty LPAs had around when to use our service to check their data. LPAs were unaware that they can approach data provision iteratively, and that our platform indexes their data. Users also shared the sentiment that they would come to the service when they are ‘absolutely ready’ and that it isn’t clear that they can use our service to check their data.
We hypothesised that having more of a presenting presence in meetings which LPAs attend such as data drop ins (a space where LPAs can put questions to the Planning Data team, collaborate on working through challenges, and learn about what other LPAs are working on) and show & tells (a space where LPAs can demonstrate and celebrate progress of their work) would lead to a better understanding of the programme and our expectations, and this could lead to LPAs providing data sooner.
We also hypothesised that for new cohorts, being involved in the onboarding journey earlier would result in LPAs checking their data sooner which could also lead to more data on the platform, quicker.
Our approach
In user research sessions, we have asked questions about:
- what the users’ expectations are
- how they find the service
- at what point they would access the service to check their data to help us understand what their understanding of our expectations are
User research has also led us to review content and guidance which we are in the process of improving.
The Service Designers in the providers service and Planning Software team have also collaborated to look at the overall user journey and user insights which were shared around expectations.
Our solution
We (the providers team) have focused on collaboration with the Planning Software team and now have an expected presence at data drop ins and show & tells.
We have explained principles of the programme, showed the service via live demos more often, and explained design iterations based on user research to demonstrate the user centred approach we are taking. Planning Data and Planning Software teams are also collaborating around onboarding, and ways of working to meet our shared objectives and workstreams.
We hope that increased clear communication, presence and familiarity with the service will result in good quality, trustworthy data being provided to the platform, quicker.
Next Steps
Collaboration between Planning Data and Planning Software teams will continue with continued presence from planning data at meetings attended by LPAs.
Updates to content and guidance will be made to better explain the programme, what the service contains and approach to providing data.
We will co-design improvements to the onboarding journey with Planning Data to ensure there is early socialisation to the service, the programme principles and approach to providing data.