You told us that parts of the website were difficult to use, making it harder to find the information you needed quickly. We worked with a group of customers to understand what wasn’t working, and how to put it right. This showed that the main issues were with the Help Hub, the main place on the website to get answers to your questions, and the website search.
Caroline Abomeli, Director of Communications at A2Dominion, said: “Customers use our website to get information, advice and get in touch with us. It’s important they can find what they need easily and quickly. Getting their feedback on how they use the website and making improvements based on what they’ve shared with us has been valuable to ensure the changes we made were right for them.”
Andy, a customer and user tester, said: “It was fascinating to go through the pages and, as a customer, to give my thoughts on them. It's important, because everything the site does should aim to make the customer journey on the site as straightforward and rewarding as possible.
The team at A2Dominion have ensured that customers are at the heart of how the website works, and the changes made reflect that."
What’s improved
A clearer design - pages are easier to read with clearer headings and fewer distractions.
Better search – faster and more accurate to use
Simpler journeys – key topics such as repairs, housing support and complaints are now easier to find
Updated landing page - so you can quickly choose whether to search or browse by category.
Visit the Help Hub and find what you need more easily
Natasha, a customer and user tester, said: “It was great to have the opportunity to share feedback with the website team, and to feel that my views as a user were genuinely listened to and valued.
The session was well organised and provided a helpful perspective on how the website is continuously developed and improved. It’s also been great to see how both my feedback and that of others has been taken on board and used to shape changes, and it’s nice to see that A2Dominion is actively listening to residents.”
What happens next
We’ll keep improving the Help Hub using your feedback, updating content regularly and involving customers when we make bigger updates.
Find out how you can share your feedback and get involved by visiting our Get involved page
