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Tell me, on a scale of 0 to 7, how do you feel about this?

A little explanation as to why something annoying is in place can go a long way

Tax needn’t be taxing, and neither should reporting issues with our council assets. We shouldn't make a user do 10 actions to complete a task when one action could suffice.

Are our users as incapable as we often think they are? I think not.

Some further thinking about content which involves dates, and the introduction of a tool to help you make calendar files

When is a complaint not a complaint? And why should anybody care anyway?

News? Huh! What is it good for? Absolutely everything, when done right.

It's a sacred cow of Local Government Digital services that we have one website to rule them all. Is it time to sacrifice that sacred cow?

Why do so many council websites have their service menus presented in such a random order?

Whilst personas should never be seen as the be all and end all of content design, it can be helpful to picture fictionalised representations of real people who might be the audience for your content rather than creating in a complete vacuum