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Author details

Project background

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Key objectives/requirements

The need for a more user-centred system:

Our existing systems were outdated, which resulted in parents experiencing challenges when accessing our services, as the process was not always efficient or user-friendly.

A digital shift

The council is launching a new improved digital platform (parent portal) However, to be successful, it has to actually meet users’ needs.

Proving the value of user-centred design:

This was our first time testing with actual users (parents), meaning it was also a test case to show how involving users early can improve outcomes.

Working within tight timelines

Due to statutory requirements for admission processes, there was limited flexibility with timescales. This created additional pressure to ensure that user testing was successful on the first attempt.

Key enablers

Organisational culture

North East Lincolnshire Council promotes working inflexible and practical ways, and involving people who use the services to help shape them. This approach made it easier to try new ideas, test them quickly, and build a system that works well for families.

An existing network of parents

We were able to quickly find parent volunteers through the Council’s usual communication channels. Because the Council values being open, honest and encourages and supports feedback, it was easy to set up the testing and invite families to take part.

Strong design leadership

The lead designer played an important role by creating the right conditions for the work. They brought energy and focus, helped others understand the value of the work, and made sure the team learned from the process.

Managerial support

Leaders on the project encouraged new ways of working and gave the team the space to try things out, listen to feedback, and make improvements. This support helped build confidence across the team and made learning part of the process.

Key challenges

The main challenge we faced was the timeline to gather user feedback, share our findings with the service team, and allow enough time for the project team to make changes before the platform went live.

The parents who took part were mostly digitally confident and already familiar with our work. This meant the feedback we received came from a fairly narrow group, which may not represent all families who will use the platform. This experience showed us that in future testing, we need to plan more carefully to include people who are less confident with digital tools. Reaching out to a wider, more diverse group will help us design a service that is truly inclusive and works well for everyone.

What?

North East Lincolnshire Council (NELC) has procured a new digital platform, System C, to replace five existing education systems. The platform will bring together all information about children across different services, so that professionals can see everything in one place. Each child will have a single, joined-up record, which means we can better understand their needs and support them more effectively.

Why?

We wanted to make sure that the new online system for families is easy to use, works well, and actually meets the needs of the people who will use it. To do this, we tested it directly with local parents. Their feedback helped us improve the system before it launched. This meant we could make changes based on what really matters to families — so the system would be useful, clear, and something they could trust.

How?

We held a testing session where parents tried out the new online portal and told us what they thought. They were asked to complete tasks using the system, and we listened closely to their experiences — what worked well, what didn’t, and what was confusing. We used their feedback to make improvements. This helped us shape the final version of the system around how real people use it.

Who?

Inside the Council, several people helped make the testing happen:

• A service designer planned and ran the session.
• A user researcher helped with planning, encouraged parents to take part, and collected feedback — one of them was also a parent.
• Our data officer was involved with supporting the testing and making system changes .
• The project manager was present during the session to answer any wider questions and support parents. Their active involvement helped parents feel that their opinions really mattered.

We also worked with 11 local parents from the NELC community who volunteered to take part in the testing session.

When?

The whole project is being rolled out from 2023 to 2026, as more education services start using the new system.
For this testing, we spent three weeks preparing — including choosing a date and location, creating a feedback form, and inviting parents to take part. The actual session took place over one day. After the session, we spent about two days making changes based on the feedback we received. This quick turnaround was possible because we had planned ahead and set aside time for it in the project.

So what?

Thanks to the input from local parents, we launched the new parent portal with real confidence — and 95% of applications came in online. That’s even better than our original goal of 90%.

It showed that listening to families and improving the system based on their real experiences helped make it easier to use and more effective for everyone.

Their feedback directly shaped the final design. We made nine content changes to add or clarify information that parents told us was missing or unclear. We also made six configuration changes to improve how the system flowed — making key tasks simpler to complete. And we tweaked the visual styling in one area to make an important step easier to spot.

This wasn’t just about fixing bugs or polishing the surface. It was about making sure the experience felt smooth, intuitive, and genuinely helpful to the people who’d be using it.

What’s next?

That said, I’m really mindful of the limits. The parents we spoke to were mostly digitally confident and already familiar with how we work. Their feedback was valuable — but it came from a relatively narrow group. Because this was a short, time-limited pilot to demonstrate the value of user testing, we didn’t have time for a second round or to involve a more diverse range of families.

Next time, I want to start earlier and reach further. That means planning to involve people who may be less confident with digital tools, less familiar with council services, or who face different access barriers. It’ll take more outreach, more flexibility, and more time — but it’s worth it.

User testing gave us real insight and impact in this project. I’m keen to build on that momentum and make sure future designs are shaped by a wider range of voices — so we’re building services that truly work for everyone.