Building safety regulator
Problem.
I was part of a 4 service team created to handle the start of a new government body brought in to prevent another incident that happened at Grenfell where the safety of residents and their complaints had been ignored.
As the most senior interaction designer it was my role to bring the other service interaction designers up to speed on the gov design system, the prototype kit and how gov assessments work and how best to prepare for them.
Solution.
My service team was dealing with reporting and contacting the Building safety regulator. The stickiest problem was that the initial ask was for a combined service that worked for both residents and people within the construction industry to add complaints or faults with buildings.
Through research with users we identified that there were two distinct services, the first for residents and members of the public to raise concerns about building safety. The second a place for building professionals to let the Building safety regulator know about defects and issues both for buildings in progress and existing buildings.
I was the lead interaction designer across both services, helping to deliver a contact service and be present on the initial launch with the call handlers.
We iterated around 10 times due to the need to ensure that residents understood this service was for them and it was clear what they could complaining to the Building safety regulator about.
