Designing Citizens Advice’s Local Service Search App
Citizens Advice is an organisation who delivers a range of critical services to the public through a network of 30,000 staff and volunteers. We led a redesign of their mobile and desktop app: Local Service Search.
We were responsible for the overall research and design, including UI, UX, and user research. We led a a team that consisted of 2 designers and 2 researchers, as well as planned tasks for them. We also worked with a team of developers to implement the solution. This process took roughly 2 months.
Our team’s redesign resulted in a massive increase in the number of users, with 90% of staff and volunteers using it, up from less than 30% regularly accessing the older version. It also received an 80+ NPS score increase over the previous version.