Invuse were engaged by West Berkshire Council to provide expert and independent research to explore the needs of all users and stakeholders around digital community signposting. The information gathered informed recommendations which were then used as the basis of development of future options on a local service directory.
Based around 13 key research themes including Information Architecture (IA), Accessibility, Relevance, Search and Language, our user researchers conducted a number of stakeholder and elected member group workshops, 1-2-1 interviews, user scenario tests and comprehensive user survey. Following the research and our extensive analysis of the results, our findings were collated and supplied to West Berkshire Council with a series of recommendations, resolutions and next steps.
Local people have a range of needs which lead them to search, find and connect with local services and community-based support. West Berkshire Council has a number of statutory duties to ensure that information and advice are available to residents and community.
The aim of this research project was to review the needs of all stakeholders who use the ‘West Berkshire Directory’ as the free, online signposting service providing information on a wide range of topics and services for adults, families and children across the district.
To gather user views, our team scheduled five stakeholder interviews, three stakeholder workshops, two focus groups with elected Members, conducted a user survey, and a user scenario test to gather the opinions and needs of the key stakeholders and users.
West Berkshire Council provides important local services for around 155,000 people across the district. They provide education, housing and social services and are responsible for roads in the area and we provide rubbish, recycling and other waste services.
The Council employ around 1,500 staff and currently have three main offices in Newbury as well as smaller satellite offices across the district. Their vision is to make West Berkshire an even greater place to live, work and learn.
West Berkshire is an area which offers beautiful countryside, thriving market towns and good transport links to London and southern England. Covering 272 square miles, around 60% of West Berkshire is designated as an Area of Outstanding Natural Beauty and the countryside is as varied as it is plentiful.