Drupal websites that dream of content improvement
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Automated analysis of council website journeys
Test your website the way residents actually use it to reveal where journeys break down and how to make them more successful.
Test your website the way residents actually use it to reveal where journeys break down and how to make them more successful.
Features
But over time, council websites can start lose sight of user needs.
We simulate real resident journeys to show how easily people can find answers, where journeys break down and how to fix them.
By making journey insights tangible and actionable, teams can quickly move from evidence to improvement.
Designed for local government
We connect what analytics, accessibility tools, feedback metrics and user research reveal, and highlights what they miss. You get a complete view, for clearer prioritisation and more effective improvement work.
In many large organisations, including councils, website responsibilities are spread across multiple teams with competing priorities. The result? The customer experience can get lost.
Digital Journey Coach was started by us, David Bishop and Lydia Bishop, after many years working in the public and private sector to tackle usability and content challenges.
Our approach started from a simple observation: even well-intentioned teams often create confusing or fragmented journeys.
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, effective, and truly meets resident needs.
Our reporting doesn't replace specialist designers and researchers; it takes skill and experience to write good editorial in the challenging context of local authorities. 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 integrate existing analytics and performance data to create a prioritised backlog of improvements.
By combining insights from Google Analytics, Google Search Console and your internal service value metrics, we identify where focused effort will deliver the greatest gains in completion rates, user satisfaction, and operational efficiency.
Our analysis can begin with 125 priority journeys and scales to a comprehensive audit of 500+ journeys across your digital estate, providing clear, evidence-based insights 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.
£0
GBP
£999
GBP
from £2,499
GBP
Ten key user journey report plus links to best practice examples
Best for: targeted service improvements or supporting active projects.
Comprehensive coverage across 100–500+ services, integrating behavioural data and service value metrics.
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 plus recommendations to help your team prioritise and focus effort where it matters most.
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