Making the most of user feedback – Proof that you can really make a difference.

While carrying out user research for our new volunteer’s litter forms, we kept hearing about ‘what3words’. The Digital Design team decided to explore this further and see what the benefits would be to integrate this into our online forms.

What3words is available as an app or through a website. It pinpoints an exact location within a 3m square radius and uses a unique 3 word combination to enable users to find and share exact locations easily. The service is currently used by the emergency services and by millions of people around the world so is well established.

We thought this was a great idea and utilising this would benefit both our colleagues who work out and about round the borough, and our customers who report things to us. We decided to incorporate this into our new litter picking form and see what our volunteers initially thought. The feedback in the user group sessions came back positive and we also received feedback through Facebook.

The user group knew that this would be beneficial in the rural locations to report litter and fly tipping where people wouldn’t necessarily know the address location.

We have now implemented the what3words question into all our current live map forms and plan to include it in any future location forms we design. This will ensure all location information is accurate and up to date.

This is a great example of how our Customer Panel Community and volunteers have assisted in improving BwD processes and had a positive impact of the work we do. Have your say by joining our Customer Panel Community here.  Join the Customer Panel Community | Blackburn with Darwen Borough Council


By Lindsey Roberts on 7th Oct 2021
Lindsey Roberts is an Assistant Service Designer at Blackburn with Darwen Borough Council.