Discussions and design concept sessions are then held with website users to confirm that what the client believes they want from their online presence matches what visitors want and can use easily. In some sectors in which we operate there can be a disparity of objectives - not all tenants in social housing want to engage with "channel shift" for example, whereas many landlords view it as a necessary journey.
The primary user journeys and the main calls to action that support the objectives within the website project are mapped onto wireframes, explored with the project team, and double checked with audience groups using a variety of evaluation techniques.
We work closely with third-party housing management system and other service providers to ensure any customer portal or interactive elements meet client and customer needs, including the ability to update personal details, view rent and other accounts, report and track repairs, pay rent and other accounts online, and apply for properties. Any integration requirements are fully explored and specified.