(PUBLIC) Voluntary group user needs from alpha
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No.CategoryI needSo thatSuccess criteria
Importance
How we could meet this
(Green = MVP)
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A1Space and facilitiesto book space suitable for up to 30 peopleI have somewhere of the appropriate size to run meetings or training1. Spaces up to this size need to be available for booking
2. Users have confidence the size of the room indicated on the service accurate before making a booking
HSuitable available spaces
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A2Space and facilitiesto know what I can use the room forI don't waste my time filling in the form if I can never use itUsers know what they can and can't use the room for before starting the transaction via contentH
Clear content on website/transaction
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A3Space and facilitiesto know basic details of council meeting spacesI can consider the options in the borough when deciding what space to useH
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A31to know what types of spaces and venue options there areI can pick the space that meets my needs1. Users can see the different types of space available to them from different council venues for different purposes (1-2-1's, team meetings, larger meetings, gallery space etc.)
2. Users understand how many spaces are available for hire in each venue
3. Users understand where a space is located.
HContent on the hackney.gov.uk and transaction that gives basic information about the venue (such as address and postcode details)
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A32to know what public transport options there areI know how my attendees can get to the roomUsers understand the public transport options available to get to/from the space (nearest train station and bus stops/routes).H1. Content
2. Map on library listing
3. Images of outside venue where obvious public transport options (like Overground sign near venue) are pictured
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A4Space and facilitiesto see around the room before I bookI can see straight away whether it is big enough and has what I need1. Users feel confident about the quality of the room without having to visit it first
2. Users have confidence the size and make-up of the room indicated on the service accurate before making a booking
3. Users can clearly see the facilities (like whiteboards and power points) which help them to book without having to visit the venue
4. Users are able to visit the venue before and after making a booking within a reasonable time period, if they choose to do so
H1. High quality image(s) of the space itself, covering the whole room
2. Video taken of the space
3. 360 tour of space (not sure on accessibility though)

This needs to be displayed in a user friendly way, reducing scroll on the page and accessible using the most popular devices/browsers as per analytics/GDS guidance
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A5Space and facilitiesto see what facilities the room has before I bookI can decide straight away whether it is right for what I need1. Users can clearly see in any images the facilities (like whiteboards and power points) which help them to book without having to visit the venue
2. Users have access and use a list of suitable facilities (including WiFi, power points, projectors, toilets, tea and coffee making facilities, crockery and cutlery, washing up area and facilities) with any additional charges made clear
H1. Content with details of facilities
2. Facilities included within photos of the space
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A6Space and facilitiesI need to make sure the venue is accessible people with certain disabilities can come to my eventUsers have clear information/on venues that are accessible for attendees with mobility, sensory and learning disability impairments. This includes lifts, ramps, hearing loops etc.H1. Content with accessibility information
2. Images of accessibility features
3. Independent rating of venue accessibility
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A7Space and facilities
to see what the venue outside looks like before I book
I know what attendees will see when they arriveUsers have access to a clear image outside of the venueMImage on library listing page
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B1Availability and frequencyfind and book space quickly and easilyI can start publicing my event as soon as possible1. Users know how long the transaction could take to complete before starting
2. Users are able to easily and quickly select the date and time of a booking
3. Users are able to select a venue first then see availability
4. Users are able to check for availablity first to see available spaces
H1. Content on start page that tells users how long it could take to use the transaction
2. Users can select a slot using the calendar which auto-populates the date and time fields on the form. Date and time fields can amended on the form - if they are, we use existing GDS patterns for date and time
3. Default flow is 'Pick a space > Space details > Availability
4. Also give the user option to start with Availabilty > Pick a space > Space details (More detail required)
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B2Availability and frequencya simple way to find out if space is availableI can book a space for a date and time that works for me1. Users understand when the space is able to take bookings
2. Users understand when the space is never able to take bookings
3. Users understand when (date and times) space is available to booking
4. Users undersstand when space has already been booked
5. Users understand when space has already been reserved by another user
6. Users undersrtand when space when space is unavailable for booking (for other reasons, apart from the fact it has already been booked or venue is closed)
VHAvailability calendar (Not Google Calendar, likely build our own accessible calendar using code from DWP one)

If we take payments, we need to have bookings reserved to reduce double booking where someone as paid for the room.
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B3Availability and frequencyto book a regular meeting spaceI have a guaranteed venue to run activities which support my community on a weekly or monthly basis1. Users can make a request for more than one occurance of the same event within one transaction
2. Users are able to book a space at least 3 months in advance
HRepeat booking option through form
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B4Availability and frequencyspace on a weekendI can run my activity on the best day for my atendeesUsers have the ability to book space that meets other user stories (for example, space for at least 30 people that is accessible) on a weekendHSuitable available spaces
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C1Cost and paymentan affordable space I don't have the stress of finding another venue1. Users can understand the basic pricing structure for the space
2. Users don't book the room for longer than they need to get a better price
3. Users feel that pricing is affordable. Current pricing structre of around £20 per hour meets user need.
H1. Articulate using clear content current pricing structure
2. Automatically calculate cost of booking for user using current pricing structure

3. Work with libraries to simplify structure, helping them to submit new proposals
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C2Cost and paymentto know how much it will cost in totalI know how much to budget forUser is given a figure before submission and after submission (via email?) of how much their booking will cost which should including additional costs like security guards and equipment hireHCalculate cost of booking for user using current pricing structure client side
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C3Cost and paymentto be able to pay easilyI can get things progessing and account for what I've spent1. Users expect to be able to pay by credit or debit card
2. For larger bookings, users need the ability to pay by invoice
3. For internal bookings, users need to be able to pay to their cost code
4. On occasions where users do not have these methods of payment, alternative forms of payment should be available (which could include cash within libraries)
H1. Content to tell users before start of transaction about payment methods and within transaction, where appropriate
2. Introduce online payments for credit and debit cards after confirmation (GOV.UK Pay?)
3. Introduce online payments for credit and debit cards during transaction (GOV.UK Pay?)
4. Introduce card readers to libraries to take payments
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C4Cost and paymentto know when I payI can budget for the roomUsers have a clear expectation about when they will be asked for payment of the room both before starting the transaction and once their enquiry has been submitted.
Users generally expect to pay up front but are happy to pay afterwards too.
H1. Clear content for user to make them aware when they'll be charged
2. Introduce online payments for credit and debit card so user pays full cost of room once confirmed (GOV.UK Pay?)
3. Introduce online payments for credit and debit card so user pays full cost of room up front (GOV.UK Pay?)
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C5Cost and paymentto know why you are charging me for extrasI feel like I get the best value for moneyUsers have an understanding why we make additional charges (for example, to keep down the cost of the general rate) so they can make an informed decisionH1. Content at appropriate points of the space details page and within the form which tells users why we charge for certain things
2. Work with libraries to review (and potentially reduce) additional charges
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D1Confirmation and contactto know my request has gone throughI can contact someone if I have any queries afterwardsUsers have confidence that we have recieved their booking and can easily reference it to a library colleague in case of enquiryH1. Confirmation screen to say enquiry recieved, what happens next with timescales and who to contact in case of queries
2. Confirmation email request email sent to booker
3. Reference number displayed to user on email

4. Reference number displayed to user on screen
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D2Confirmation and contactmy booking to be confirmed quicklyI can start publicing my event as soon as possible1. Users are aware how long it may take to get confirmation, before starting the transaction and after making an enquiry
2. Space is reserved for a user based on their enquiry to stop double booking
3. Users are contacted via email or phone to confirm whether their booking has been successful within 2 working days
H1. Content so users know how long to get confirmation, before starting the transaction and after making an enquiry
2. Reduce the time it takes for library colleagues to respond by email (or phone) from 4 to 2 working days
3. Calendar automatically holds space pending review from library staff. This shows up on the calendar for others users to see
4. Booking confirmation email sent to booker to confirm details and inform the user what happens next (link to GOV.UK Pay?). Reference number displayed to user on email.

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D3Confirmation and contactto amend or delete my bookingI can let someone else have the spaceUsers are able to amend or delete their booking, meaning that space is available for others to use and any refunds as per booking terms and conditions are issuedH1. Content that gives details to users on website start page, transaction confirmation screen and confirmation email who to contact to amend or cancel booking (email or phone) and how long to expect to wait for a reply
2. Ability for users to amend and delete bookings themselves online
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E1Trust and relationshipsto build a relationship with space providersthey trust me to use their space responsiblyH
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E2Trust and relationshipsto be able to contact someone if I have a questionI can visit the room or check that my own equipment will work Users are able to contact someone to ask questions through appropriate parts of the transaction. Users should know the contact method, what times that contact method is open for enquiries and how long to expect to wait for a replyH1. Content on the website start page, space details page and confirmation screen and email which gives users details on how to contact someone if they have a query, when those methods of enquiry are open and how long it will take to recieve a reply. If we give an email address, that should be a clickable link
2. Contact form that asks structured questions that sends email to appropriate team
3. Contact form that asks structured questions that feeds into a database
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E3Trust and relationshipsto know what happens with my information when I bookI feel confident that my information is kept private1. Users know how the council will use their personal information
2. Users have given explicit permission to help us shape future iterations of the service
H1. Clear content before submission which tells users how we will use their data (in addition to any mandatory terms and conditions)
2. Users have ticked a box as part of the form or confirmation screen which gives explicit permission for us to contact them to inform service improvements. Voluntary for user to complete.
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Not for MVP
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Space and facilitiesmeeting space with secure storage facilities I can store the equipment for my group activities L
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