The challenge

The fostering team was experimenting with online advertising, but the customer experience was largely offline, with face-to-face and paper forms required to progress an application.

Our approach

We used co-design methods to analyse the current experience and understand how we could develop a digital experience that was personalised and empathetic, but also convenient for the applicant.

The result

We are now developing a ‘minimum viable proposition’ so that the initial experience of expressing an interest in becoming a foster carer can be done at the convenience of the applicant.