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
Not sure where to start?
We’ve built a tool that connects to Google Analytics and Google Search Console to analyse real usage data and search behaviour from your council website. This helps identify genuine user needs and opportunities to improve user journeys based on evidence rather than assumptions.
All analysis is carried out using your existing analytics data and does not require changes to your website or technology stack.
Whether you need a focused review of a single service area or a comprehensive audit of your digital estate, you'll receive a clear improvement plan grounded in real data. The results help inform your roadmap, support transformation planning and guide resource allocation.
Book a 30-minute conversation with us to explore what your website data reveals about user needs, service demand and opportunities for improvement.
Our reporting doesn't replace specialist designers and researchers. Instead, we help stretched teams know where to focus their expertise to greatest effect.
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.
Begin with free analysis of key resident journeys or take a deeper dive with on demand reporting and wider service audits.
Council Insight reports
Self-serve analysis
Roadmap calculator
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.
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