Content and User Experience Strategy

Do I owe the council money, or does the council owe me money? I think the council owes me money, but looking at the council tax online account portal it looks like I owe them so much money I should be expecting a knock on the door soon...

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.

Many people think including niche content on a council website makes it hard to find essential information. I think including interesting content on it makes for a more useable site with a more delightful experience

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

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

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?

Images of the area on the council website home page - something nice to see to give it a local flavour and instil 'delight', or an unnecessary distraction?