There are three important areas where we would like input from users as we design and deliver any required transformed service.
- Functionality – making sure that the new services enable users to do all the things they need to do as easily and quickly as possible
- Customer experience – making sure that we design a consistent and positive customer experience, whatever the channel used
- Implementation – understanding the challenges and issues that users might experience as we roll out the new services, enabling us to plan in a way which minimises disruption and makes the changes easy to adopt
