LGSDN

1. Test prototypes with real service users

Involving local parents in testing provided practical insight into how the portal worked in real-life situations and revealed issues that internal testing would not have identified.

2. Use realistic tasks during testing

Asking parents to complete real application steps helped the team understand where users became confused or needed clearer guidance.

3. Combine multiple feedback methods

Using observation, paper surveys, online forms, and informal conversations produced richer insights than relying on a single method.

4. Create a comfortable and informal testing environment

A welcoming setting helped participants feel confident sharing honest feedback, improving the quality of insights gathered.

5. Plan time for rapid iteration after testing

Setting aside dedicated time immediately after the session allowed improvements to be implemented quickly before launch.

6. Share findings visibly with stakeholders and participants

Running a follow-up session to show how feedback shaped the final design helped build trust and strengthened internal support for user-centred approaches.

7. Recruit participants early to improve diversity

The experience showed the importance of starting recruitment earlier in future projects to involve users with a wider range of digital confidence and access needs.

8. Work closely with delivery and technical teams when prioritising changes

Collaborative prioritisation ensured that the most important usability improvements could be implemented within technical and statutory time constraints.