How we're using your feedback to improve our service

We've collected feedback throughout the rollout of our minimum viable product (MVP). Your feedback is helping is improve the service.

What we've done so far:

• We've stored all feedback in one place so it's easy to review

• Each piece of feedback goes through a triage process to help us understand its importance

• We've already acted on the most critical issues and delivered improvements

• All other feedback has been prioritised for further review and research

How we triage feedback

We assess each item of feedback to understand how important it is. This helps us focus on the biggest problems first and use our time and resources effectively.

We use the RICE framework to do this. It helps us measure:

• Reach - how many users will be affected

• Impact - how much value will the change to the platform make

• Confidence - how sure we are about the reach and impact

• Effort - how much resource and time will the change take

What happens next

We review the changes made to help us decide what we need to do next.

We will:

• Assess how users are adopting and using the service

• Use analytics and research to understand usage

• Confirm what's most important to improve

• Investigate the root cause of any problems

• Develop and deliver the improvements needed

We're improving this service based on real user feedback. If you've experienced an issue, let us know.