Drupal websites that dream of content improvement
Drupal Camp England
Cut call centre demand by making your website easier to use
We help councils save up to £250,000 a year by enabling more residents to complete tasks online.
We help councils save up to £250,000 a year by enabling more residents to complete tasks online.
Benefits
But over time, council websites can lose sight of user needs and call centre demand grows.
We simulate real resident journeys to show where user journeys break down and how to fix them, saving you money.
By making journey insights tangible and actionable, teams can quickly move from evidence to improvement and reduce pressure on call centres.
Use cases
Book a 30 minute, no pressure conversation with us to discuss the challenges you're facing and how we can help you cut call centre demand.
Digital Journey Coach was started by us, David Bishop and Lydia Bishop, after many years tackling usability challenges and improving the efficiency of digital teams in the public and private sector.
Our approach started from a simple observation: even well-intentioned teams often create confusing or fragmented user journeys that don't answer the user need.
To uncover and resolve poor customer experience, we developed a coaching method built on:
Council Insight allows us to share this approach at scale, combining practical experience, a structured methodology and ongoing insight to ensure your website content is clear and effective.
Our reporting doesn't replace specialist designers and researchers. Instead, we help stretched teams know where to focus their expertise to greatest effect.
For teams ready to take a deeper, data-driven approach
Our roadmap programme combines insights from Google Analytics, Google Search Console and your internal service value metrics to identify where focused effort will deliver the greatest gains in completion rates, user satisfaction, and operational efficiency.
From 125 priority journeys to a comprehensive audit of 500+ journeys across your digital estate, we can provide a clear, evidence-based backlog of improvements to inform roadmap decisions, transformation planning and resource allocation.
Begin with free analysis of key resident journeys or take a deeper dive with on demand reporting and wider service audits.
Free benchmarking
Self-serve analysis
Roadmap programme
We’ll talk through your website and the challenges your teams are facing. This helps us understand your priorities, strategic services, and where improving journeys could have the greatest impact.
We recommend the right level of analysis for your needs, whether thats the flexibilty of reporting on demand or a structured deep dive across your digital estate.
Gain a clear picture of where journeys break down so you can focus effort where it will best reduce call centre demand.
Drupal Camp England
Annertech Blog: Our highlights from LocalGov Drupal Week 2025
