1 of 72

1

Submit a

planning application

​

Discovery findings

​

​

Hackney Council

Planning Applications MVP

2 of 72

2

Hackney Planning MVP

​

Our research�

During our 12 days of Discovery we:

  • Interviewed 9 users
  • Interviewed 6 planning officers
  • Interviewed 2 technical officers
  • Shadowed the duty planners
  • Reviewed real cases
  • Met with other MHCLG projects
  • Attended a planning user forum

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

3 of 72

3

Meet the users we spoke to

​

​

Hackney Council

Planning Applications MVP

4 of 72

4

Hackney Planning MVP

​

Kate�Interior designer

​

Kate works mainly on domestic projects and hospitality around London. She regularly collaborates with an architect and a planning consultant, both bill their time separately to the client. She has visualised the whole process of a project for her clients so they can understand how long each stage takes.

​

“I´d like to be able to track the process, so I could manage client’s expectations… and also my workload¨

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

5 of 72

5

Hackney Planning MVP

​

John�Architect

​

John has recently started his own practice, he’s been working for a big firm for more than 10 years, mainly on residential, cultural and educational projects. He's got handwritten notes of how to navigate the planning process.

​

“You need to submit loads of stuff nobody cares about.. for some projects it might be needed… but not for all. You tend to overdo the details to not getting a refusal’.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

6 of 72

6

Hackney Planning MVP

​

Sam �Developer

​

He has 35 years of experience, mainly on major residential schemes. He works with an external planning consultant, who coordinates the application process. Major schemes are generally very complex and a consultant would add value to the process, being able to warn us if we are going off the track.

​

“If data was public... we wouldn't need to submit reports’.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

7 of 72

7

Hackney Planning MVP

​

Peter �General public

​

He wanted to change a window for a door to give his flat a terrace. He got an architect friend’s help with the drawings but his application was invalid due to a missing scale and floor plan. After sourcing advice from the duty planner he was advised he was unlikely to get permission & decided not to proceed as thought it would make selling tricky.

​

“You have to submit text but your trying to describe a picture… that you’ll submit anyway”

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

8 of 72

8

Hackney Planning MVP

​

Ralph�General public

​

Ralph started a business through a permitted development 2 years ago and now wants to make it permanent. He asked for advice at the council on what type of app. he needed to submit because of the lack of clarity between local and national policies. He finally decided to hire an agent to go through the process.

​

“The planning portal tries to get you to the application you have to do, but the options are very limited…”

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

9 of 72

9

Hackney Planning MVP

​

Ralph�Consultee

​

Ralph has objected to several planning applications. He normally get involved in the consultation process through local campaigns and Facebook groups.

​

“You don’t get much info on why your objection isn’t valid. The letter does not address specific comments you might have submitted. It’s very generic.”

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

10 of 72

10

Hackney Planning MVP

​

Sam�Developer

​

Sam is the Head of Planning at a big property firm, working on development of 10-20 stories residential projects in London (they normally build 200 flats a year). Their needs are very different to what a non professional user submitting a minor applications might need / want from the planning portal and the council.

​

“People applying to move one window 1 brick to the left…That’s the opposite end of the service of what we want to have”.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

11 of 72

11

Hackney Planning MVP

​

Greg�Architect

​

Greg runs his own practice since 2005 and works very closely with the Building Control department at Hackney Council. He thinks better communications between applicants and the council across the planning process are the key for a successful application.

​

“The website is mainly for small projects, and non-professionals users.”

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

12 of 72

12

Hackney Planning MVP

​

Carolyn�General public

​

She found out she needed a Lawful Development Certificate through her plumber. Even though she struggled to find the right information she could trust on the internet, she decided to not hire anyone to help her with the process. Now she’s waiting for the decision.

​

“I had to go to the council a couple of times to meet with a planning officer to understand exactly what they needed. It was a little ambiguous”.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

13 of 72

13

Hackney Planning MVP

​

Finn�General public/Architect

​

Finn is an architect at a big international practice who enjoys working on side projects in his spare time. On these occasions, he normally submits planning applications on his own, benefiting from his expertise.

​

“If you’re in a flat, you need planning. I know that as part of my activity as an architect. If I was just a private person, I wouldn’t know that…”

​

​

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

14 of 72

14

User groups

​

​

Hackney Council

Planning Applications MVP

15 of 72

15

Use case 1

An amateur developer submitting�a household application decided�by a case officer.

​

​

Hackney Council

Planning Applications MVP

16 of 72

16

Hackney Planning MVP

​

General public�Uninformed member of

the public submitting a

householder application�for minor works

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

17 of 72

17

Hackney Planning MVP

​

Professional�Well information architect

submitting a full planning

application for a new build

house on behalf of a client

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

18 of 72

18

Hackney Planning MVP

​

Consultee�Local resident interested

in applications pertinent to

his business and the

surrounding area

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

19 of 72

19

What we know

​

​

​

Hackney Council

Planning Applications MVP

20 of 72

20

Hackney Planning MVP

​

Research findings

​

Taking a Lean UX approach, we’re focused on outcomes over outputs. Consequently the documentation of research findings is light. The following pages document key findings arranged to the key stages of the planning application journey.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

21 of 72

21

Hackney Planning MVP

​

Research

​

  • Need to see similar projects in an area
  • Planning jargon is a barrier for general public
  • Site history is important
  • Changes to policy are hard to find

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

22 of 72

22

Hackney Planning MVP

​

Pre-application

​

  • Lack of understanding around what pre-app is, the different types and what they used be used for
  • Confusion around the advice given from a general public user
  • No current support for digital pre-application
  • Opportunity to quickly convert a pre-application to a full application
  • Big variations in the requirements of pre-application from different boroughs

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

23 of 72

23

Hackney Planning MVP

​

Submission

​

  • Lack of understanding around what documents are required
  • Upload of large/multiple documents is difficult in Planning Portal
  • Professionals like the fact that Planning Portal stores old applications so they can refer back
  • Confusion around what certificates to provide
  • People don’t know what form to choose
  • Design in access statement is not a requirement and not a key document for planners
  • Architects need their clients to fill in sections

​

​

  • CIL forms are submitted even if you don’t have to pay. If you overfill the form it could be rejected
  • People struggle with open text fields, they don’t know what to write. Planners have a syntax to fill the ‘description of proposal’ field that they play back
  • Lack of consistency around file names which causes problems for people finding documents
  • Lots of sections of the forms are not relevant to some people
  • Fee breakdown is unclear and payment channel inconsistent

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

24 of 72

24

Hackney Planning MVP

​

Assessment

​

  • Lacking ‘one point of contact’ through the waiting period
  • People are not always clear there is a ‘validation’ process and then a ‘decision’ process
  • Key reasons for rejections include:
    • Missing north
    • Missing scales
    • Wrong scale
    • Missing sections (or other documents)
    • Wrong map (not OS)

​

​

​

​

​

  • Lack of visibility across the process, this waiting period in particular
  • High volumes of calls to find out where they are in the process
  • Can’t re-submit digitally currently
  • Poor agents are not always transparent with clients during the waiting period

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

25 of 72

25

Hackney Planning MVP

​

Consultation

​

  • Interpreting proposals is difficult for general public
  • Findings documents and understanding what they are is difficult (document names)
  • Understanding which is the most up to date version can be a struggle
  • Need to see existing and proposed next to each other to compare

​

​

​

​

​

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

26 of 72

26

Hackney Planning MVP

​

Decision

​

  • Language in decision notices is not clear to general public
  • Reasons for decision are not open data
  • Decision notices reference drawing names (keep this in mind if work on document naming)

​

​

​

​

​

​

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

27 of 72

27

Hackney Planning MVP

​

Planning Applications in Abstract Form

​

  • What fields do they contain
  • What data can these fields contain
  • Which fields are optional, and which are mandatory

​

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

28 of 72

28

How Applications are Transferred from Planning Portal to a Council

​

  • SOAP service (circa 2003)
  • Applications and supplied documents are serialised

Hackney Planning MVP

​

​

​

​

  • Councils use a “connector” to receive these
    • The connector creates the application on the council system
    • The connector adds the documents to the council DMS Application and documents are linked
    • The connector retrieves payment data

​

​

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

29 of 72

29

​

​

​

What the planning portal schema looks like

​

  • XML with definitions in XSD files
  • Created ~ 2002
  • Huge

Hackney Planning MVP

​

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

30 of 72

30

What we don’t know

​

​

​

Hackney Council

Planning Applications MVP

31 of 72

31

Hackney Planning MVP

​

A list of questions...

​

  • What is the policy around different languages?
  • Will users benefit more from IAG being on the website or the platform?
  • The detail of how architects and clients work together on an application
  • Required file formats by the council
  • Will users benefit from the platform taking on the look and feel of Hackney?
  • What are the specific legal requirements around OS site-maps?

​

​

​

  • What drives the logic of current forms on planning portal?
  • Why do people call to pay for pre-app but pay application fees electronically?
  • We need to talk to more planning consultants
  • Is consultation platform the same platform as application platform?
  • Are we showing just local consultations?

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

32 of 72

32

Hackney Planning MVP

​

More questions...

​

  • Exactly what is and what is not statutory when it comes to data collection?
  • What additional data do London Development Database want to obtain on planning applications?
  • How flexible are the suppliers willing to be?
    • One or two way backend integration
  • Is it possible to change the wording of planning application forms?
    • If it is possible, by what mechanism?
    • How long would it take

​

​

  • How far can we idealise the schema?

​

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

33 of 72

33

User needs

​

​

Hackney Council

Planning Applications MVP

34 of 72

34

Hackney Planning MVP

​

Research

​

As a gen pub/professional/consultee

I need to know the policies affecting the site

So that I know my constraints

​

As a gen pub/professional

I need to view similar applications in my area

So that I can get a better idea of what I can/can’t do

​

​

As a gen pub

I need to understand the whole process

So that I know what to expect

​

As a professional

I need to know new policy

So that I am aware of local changes

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

35 of 72

35

Hackney Planning MVP

​

Pre-application

​

As a gen pub/professional

I need to submit the right information

So that I feel confident about the outcome

​

As a gen pub/professional

I need my site location plan to match council requirements

So that I make a valid application

​

​

As a gen pub/professional

I need to submit the right documents

So that I feel confident about the outcome

​

As a gen pub

I need to know what pre-application is

So that I know if I need to do one

​

As a professional

I need submit my pre-application digitally

So that I save time when i move to a full application

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

36 of 72

36

Hackney Planning MVP

​

Submission

​

As a gen pub/professional

I need to pay my fee

So that my application will be considered

​

As a gen pub/professional

I need to save my application

So that I can return later

​

As a professional

I need to share my application

So that my client can contribute

​

​

As a gen pub

I need guidance on what to provide in text boxes

So that Isubmit the right information

​

As a gen pub/professional

I need guidance on how to name files

So that it’s clear what I am submitting

​

As a gen pub/professional

I need to only fill in the sections I need

So that I don’t waste time

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

37 of 72

37

Hackney Planning MVP

​

Assessment

​

As a gen pub

I need track the progress of my application

So that I can comfortably plan my development

​

As a professional

I need track the progress of my application

So that manage my clients expectations

​

As a gen pub/professional

I need one point of contact

So that I receive consistent feedback

​

​

As a gen pub/professional

I need to amend an invalid application

So that I can make it valid

​

As a gen pub/professional

I need to understand how to make my application valid

So that I can successfully resubmit

​

As a gen pub/professional

I need to know if my application has been validated

So that I know how far through the process I am

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

38 of 72

38

Hackney Planning MVP

​

Consultation

​

As a consultee

I need to understand the proposal

So that can make an informed decision

​

As a consultee

I need to see others comments

So that I can appreciate others points of view

​

As a consultee

I need to share the application with others

So that I can make others aware

​

​

As a consultee

I need to add my comment

So that I can have my say

​

As a gen pub//professional

I need to view consultation comments

So that I anticipate possible changes

​

As a consultee

I need to find the right application

So that I can view and comment

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

39 of 72

39

Hackney Planning MVP

​

Decision

​

As a gen pub/professional/consultee

I need to understand the decision

So that know what will happen

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

40 of 72

40

Hypothetical features

​

​

​

Hackney Council

Planning Applications MVP

41 of 72

41

Research

​

Hackney Council

Planning Applications MVP

42 of 72

42

Hackney Planning MVP

​

View previous

applications

​

  • Search previous valid / refused applications in the area (using a postcode look up search tool), that will be highlighted in an interactive map.
  • Advanced research might include type of application, size or materials used.
  • View main details and documents attached to have a preliminary idea of what it is / not allowed to do. Option to download.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

43 of 72

43

Hackney Planning MVP

​

Policy finder

​

  • Search and browse policies and regulations affecting the site (using a postcode look up search tool).

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

44 of 72

44

Hackney Planning MVP

​

Measures search

​

  • View how the different policies apply to the site.
  • Sketch calculator of possible buildable volumes and surfaces.
  • Option to download location map (CAD).

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

45 of 72

45

Hackney Planning MVP

​

Policy updates

​

  • Notifications about new policies or updates when signing in the account (mainly for professionals).
  • Signpost to official site.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

46 of 72

46

Hackney Planning MVP

​

Process video

​

  • Interactive video explaining how the planning application process works.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

47 of 72

47

Pre-app

​

Hackney Council

Planning Applications MVP

48 of 72

48

Hackney Planning MVP

​

Digital pre-app

​

  • Online submission of both pre-applications and applications, stating the differences between the two and defining the stages on each process.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

49 of 72

49

Hackney Planning MVP

​

Conversion to an

application

​

  • Turn a pre-application into an application by re-using some of the (applicant / client / site) details and uploading new documents.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

50 of 72

50

Submission

​

Hackney Council

Planning Applications MVP

51 of 72

51

Hackney Planning MVP

​

Account

​

  • Account (dashboard) for professionals / other applicants dealing with more than one applications at a time or in different councils.
  • “Guest account” (only email required) for applicants applying once.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

52 of 72

52

Hackney Planning MVP

​

Progress wrapper

​

  • Account structure following the progress of an application.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

53 of 72

53

Hackney Planning MVP

​

One application

​

  • Starting a planning application by no choosing an application type.
  • The form will start with all possible questions and then trim them down to further restricted questions based on previous answers, only showing the sections the applicant must fill in.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

54 of 72

54

Hackney Planning MVP

​

Live policy flags

​

  • Policy updates / new policy requirements flags when entering related details.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

55 of 72

55

Hackney Planning MVP

​

CIL calculator

​

  • Starting with all possible questions and then trim them down to further restricted questions based on previous answers, only showing the sections the applicant must fill in.
  • Mainly for the CIL form.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

56 of 72

56

Hackney Planning MVP

​

Letter/email templates

​

  • Redesign of the notice letter (invalid application and refusal).

​

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

57 of 72

57

Hackney Planning MVP

​

OS Map location

​

  • OS Map that automatically pulls out the correct red edge for each site.
  • Set North and scale on map
  • Create a location map ready to go.
  • Download the map (CAD format).

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

58 of 72

58

Hackney Planning MVP

​

Document naming

​

  • Using RIBA name conventions by creating drop down lists when uploading each drawing / file.
  • Additional documents to follow the similar conventions.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

59 of 72

59

Hackney Planning MVP

​

Shared submissions

​

  • Share preview link with the others (mainly for professionals applying on behalf their clients), with the option of given customisable access to view, edit, or pay.
  • Details on the link will be: process, client and applicant details, project’s description, location map, attached documents and payment details.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

60 of 72

60

Consultation

​

Hackney Council

Planning Applications MVP

61 of 72

61

Hackney Planning MVP

​

Application finder

​

  • Discover applications on consultation phase
  • Featured applications carousel based on

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

62 of 72

62

Hackney Planning MVP

​

Consultation search

​

  • View how many applications are on consultation phase at the moment, and how many are already approved and refused.
  • Search applications in consultation stage by type of application, location, date or reference number.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

63 of 72

63

Hackney Planning MVP

​

Comment

​

  • Comment on an application.
  • Search comments by filtering by tags and dates.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

64 of 72

64

Hackney Planning MVP

​

Viewer

​

  • View applications on consultation phase, details included: project’s description, applicant details, dates -days countdown-, location map, drawings attached (preview), relevant details extracted from reports, pictures, etc.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

65 of 72

65

Assessment

Hackney Council

Planning Applications MVP

66 of 72

66

Hackney Planning MVP

​

Automatic updates

​

  • Email notifications at the middle of the waiting stage to reassure applicants that their planning applications are on their way.
  • Explanation on how the decision is made, who is in charge, and how much time it is left to the final notice.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

67 of 72

67

Hackney Planning MVP

​

Live application tracking

​

  • Tracking an application’s process

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

68 of 72

68

Hackney Planning MVP

​

Holiday cover

​

  • Communications via email / sms if there are any changes on the planning application, e.g.: a new planning officer allocated because of the first one assigned being on holidays.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

69 of 72

69

Hackney Planning MVP

​

Live resubmission

​

  • Highlight errors or uncompleted details submitted, with option to re-submit new documents.
  • Comments on how to fix errors.

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

70 of 72

70

Business outcomes

​

​

Hackney Council

Planning Applications MVP

71 of 72

71

Hackney Planning MVP

​

Metrics and goals

​

Current

​

45% of applications are invalid first time

​

40% of calls are people asking what’s�happened to their applications

​

Customer satisfaction with the process is X

​

​

Future

​

Applications submit right first time

​

Reduction in unnecessary�customer contact

​

Customer satisfaction increase

Hackney Council

Planning Applications MVP

Hackney Council

Planning Applications MVP

72 of 72

72

​

​

​

Thank you,

See you at the next session.

​

​

Hackney Council

Planning Applications MVP