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Reducing Invalid Planning Applications A service pattern for digital planning submissions

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Show & Tell / Workshop 8

25 September 2020

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Local Digital

Innovation Fund

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Partners collaborating:

working with

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Open Systems Lab

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Project website: www.ripa.digital

Blog: medium.com/@digitalplanning

Twitter: @DigitalPlanTech

digitalplanning@lambeth.gov.uk / OSL (Open Systems Lab)

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Show and Tell

  1. Project team sprint:

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    • RoadMaps
    • PlanTech
    • Benefits Case (Metrics)
    • User research - partner focus

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  1. User Researcher updates
  2. OSL updates
  3. Q&As

RIPA

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1. Show & tell: Partner’s sprint

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1a. Road Maps: RIPA/BoPs

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RIPA

ROADMAPS ALIGNED

  • RIPA & BoPs Road Map Alignment

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1b. PlanTech

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RIPA

RTPI: PlanTech in Practice

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  • 4 speakers:
    • Connected Places Catapult
    • GLA
    • Wood plc.
    • VU.City

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  • The uses and opportunities of PlanTech
    • Digital Innovation

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RIPA

RTPI: PlanTech in Practice

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  • Digital transformation ≠ replacing existing systems with technology
    • It is about making planning more accessible to people
    • Making planning interactive & engaging (Nissa Shahid, CPC)

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  • PlanTech can...
    • Improve efficiency
    • Form a solution to driving delivery (Peter Kemp, GLA)

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  • POLL: What do you think is the most important outcome of PlanTech?

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1b. Benefits Case: Metrics

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RIPA

BENEFITS CASE: Metrics

  • Partners continuing to populate financial related metrics

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  • Reasons for invalid automated / manual checklist collection for Reasons for invalid

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RIPA

BENEFITS CASE: Reasons for Invalid

Updating Alpha findings

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1c. Benefits Case: Customer Survey

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BENEFITS CASE: customer survey workshop

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RIPA

BENEFITS CASE: Customer Experience Measurables

  • Measurable

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  • Pre and post Beta Tool

Working document

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1d. User research - partner focus

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RIPA

User Research - Volunteers for Testing

  • Call out for volunteers

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  • Twitter / Facebook / NextDoor

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2. Show & tell: User research

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RIPA

What we’ve up to this sprint 


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  • Conducted 3 usability testings this Sprint (2 residents and 1 agent)

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  • Research feedback session with OSL.�
  • Gain 2 more volunteers this Sprint.

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  • Confirming 1 new UX research session besides the 7 we already have.

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RIPA

Findings from the last usability testing session:��User group we spoke to:

2 Resident applicants: 1 is experienced in submitting planning application via the planning portal, 1 never submitted any application himself before.�

Agent: (Data scientist) Submit application for his client.

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Journey tested:

Prototype V.04 (Figma clickable prototype). End to end journey-’Landing’ page to ‘Application submitted’ page

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RIPA

Overall comments:

  • All 3 users were able to complete the whole journey without major difficulties. Overall comments were very positive. 1 participant with more experience in submitting planning applications find the new design exciting- he thinks the new design gives him more control and confidence in submitting an application himself. Participants who have ever submitted any applications find the service clear and easy to use even though they were sometimes overwhelmed by some of the pages/ sections in the new design, overall, they were able to complete the process on their own and find the new design cohesive and easy to navigate.

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"Looks absolutely brilliant" "The Portal is doing the best it can but this looks like this would be a dream to use...With PP you get the impression things are bolted together… this is very much more cohesive" --Participant 4

"Process is straightforward and does the job...It’s a modern process and simple to use, some tech detail may need some additional time before completing the application.”--Participant 3

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RIPA

Key findings:

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  • Participants are unsure about the types of reports they will need. Commented that they’d like to know what reports they will need and how the application submission process works before they start the application.�

Commented that the ‘Find out if you need planning permission’ & ‘Apply for pre-application advice’ seems to be useful information which should be present to them earlier on the Landing page.

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RIPA

Key findings:

  • Confusion between the ‘About the property’ page and the ‘Please draw site boundary page. 'Property Boundary' & 'Site Boundary' can be confusing for some participants. �Even for participant who understood the differences between the 2, they thought this page is repeated as it is very similar to the previous page and they don't immediately think of it as a different boundary that we are asking them to provide.

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RIPA

Key findings:

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  • Participants felt overwhelmed by the ‘Task list’ page. Some participants comment the first section’ About the property’ seems to be have duplicated of what they have done in previous pages. They commented that this page should be presented earlier to set up their expectation of how much works is actually needed for the application.

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RIPA

Key findings:

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  • Participants needs clearer definition on some of the terms and options on new service site. ��Eg. What is Article 4 areas;

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Types of Bricks-what is a cinder block?; ��‘Does ‘extension’ referring to both wall and roof’ ?

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Other findings:

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https://docs.google.com/spreadsheets/d/103VG7eG1FADJkNPfvHfCJV894Rn3ucmROcLcF0PFiVE/edit#gid=0��

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Upcoming sprint �

  • Carry out 3 ux testing sessions: 29/Sept & 30/Sept ( 3 participants: 1 resident applicants, 2 agents )�

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Show & tell / OSL

Changes to the service design: navigation and triage

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View the service map here

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Try the click-through here

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Show & tell / OSL

Find out if you need planning permission

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Q&As

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Thank you.

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Project website: www.ripa.digital

PROJECT LOG LINK: https://www.ripa.digital/Project-log

Blog: medium.com/@digitalplanning

Twitter: @DigitalPlanTech

digitalplanning@lambeth.gov.uk / OSL (Open Systems Lab)

Open

Systems

Lab

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3. Collaboration sessions

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Collaboration sessions /

Customer Survey for metrics

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  • Scoring the Questions
  • Measurements of Qs
  • Customer Satisfaction Questions and measurements

RIPA

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Collaboration sessions /

User Journey Map - Pre and Post Tool

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  1. Alpha user pre-tool journey drawing
  2. OSL miro of post-tool user journey
  3. Is there an easy compromise version
  4. GDS journey map advice

RIPA

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4. Plans between now and the next show & tell

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5. Any other business