Stockport Council's new adult social care website 'My Care, My Choice': A business case for service co-designChange management We partnered with CSED (Care Services Efficiencies Delivery) and Quickheart, a specialist website design company, to rebuild our site, working together with service users. This involved using ethnographic methodology to understand how our customers wanted to see information, what language was important to them, their perception of social care as a ‘place of last resort’ and the importance of clear and easy navigation tools on the site. The ethnographer carried out research with our customers in their own environment in order to establish what they thought of they way we currently provided online information.
We built the site using bright, colourful and positive images in three months using a set of templates to reflect the customer journey. These templates ensured that all the ‘information pages’ on My Care, My Choice followed the same consistent style, with the headings:
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Jude Wells
Jude Wells provided Governance International with this case study on 13 December 2010. This case study was updated on 27 September 2011. |