Customer feedback helps shape our new website and portal
Hearing directly from our customers who use our services, is one of the best ways to make sure we're building our new website and portal, based on their needs and feedback.
Customers were invited to a testing and feedback session for our new website and customer portal, bringing customers and members of Magenta's internal website project group together to view the new design, look around the features, share their experiences, and help shape what we do next.
Customers explored key journeys on the website and portal, including finding information quickly, completing common tasks, and navigating between pages and services on different devices. Alongside hands-on testing, we ran an open discussion to understand what worked well, what was unclear, and where the experience could be smoother.
Why involving customers matters
Projects like this work best when we focus on what customers need, rather than what we think they need. Testing with customers early helps us check our designs, find problems we might miss, and put our time into the changes that will help most. It also helps us feel confident that what we launch it's easy to use, accessible, and works well for as many people as possible.
It was good fun, I would encourage more people to get involved and do stuff like this. Things will only get better for us as customers, if we as customers are involved as part of the process.
The new site is so much easier to see, so much easier to use and I look forward to seeing it go live.
How we will use the feedback
Following the session, we're reviewing all the feedback and looking at what can be included in this phase, and refining priorities for the next phase. Some changes will be quick improvements (for example, clearer wording or better signposting), while others will inform larger design and journey updates. We'll continue to use customer feedback to develop both the website and portal, making sure we're providing an inclusive and trusted digital front door for everyone.
Overall feedback from customers was positive, feedback included: Simple to find ways to pay, easy to follow, easy to do, easy, simplicity.
Thank you to everyone who took part and shared their time and experiences - your input will directly shape the website and portal, making them simpler, clearer and easier to use.
To find out more about the session, view our short video below.
What you expect on the new website
- A modern fresh design
- Quicker and clearer ways to find information
- Plain English content designed around customer needs
- Mobile friendly pages that work well on smaller screens
- Improved accessibility, built to the highest standards
Alongside the new website, our new customer portal that supports 24/7 self service is a secure online space that makes it quicker to manage key parts of a customer's tenancy at a time that suits them, including:
- An easier way to manage rent accounts, including now being able to set up a Direct Debit
- Raise non-emergency repairs - book, cancel and change repair appointments
- Check tenancy details and keep contact information up to date
- Have access to information to help you look after your home and what our responsibilities are to you
- Access important documents all in one place
- Track requests where online updates are available (we'll keep expanding what you can do over time)
Our new website and portal are due to go live early May, and we're really excited to share this with all our customers. Look out for further information, we'll be letting everyone know once it's live!