User Insight Drives Major Overhaul of Rutland’s Adult Social Care Website
In a significant step toward digital inclusivity, Rutland County Council has officially launched its redesigned Adult Social Care webpages. Unlike traditional top-down government updates, this project was steered by the very people the services are designed for: local residents with firsthand experience of the care system.
The transformation is the result of an 18-month collaboration between social care professionals and the Experts by Experience Participation Group. This group, comprised of residents who have personally navigated care and support services, ensured that the "lived experience" was at the heart of every digital decision.
"Co-designing these new pages with people who use our services has made the website better, more relevant and more accessible," says Councillor Diane Ellison, Cabinet Member for Adults and Health.
By involving users from the beginning, the Council was able to move beyond technical jargon and create a platform that speaks the language of the community.
The redesign focuses on independence, wellness, and ease of access. The goal was to ensure that residents can find the right support at the right time without the frustration often associated with complex government sites.
Information is now clearer and written in straightforward, "everyday" English.
A simple, modern structure makes it easier to find community help and support options.
Dedicated guidance is now available for those looking after loved ones.
New interactive tools allow users to explore their own needs and connect with local services independently.
The site has been optimised to meet the needs of a wide range of users, including those with visual or cognitive impairments.
The launch of the website isn't the end of the journey. The Experts by Experience Participation Group will continue to meet regularly, acting as a permanent feedback loop for the Council. This ensures that as the needs of Rutland’s residents evolve, the digital services evolve with them.
The group noted that the process fostered a "strong sense of teamwork where every voice was heard and valued," resulting in a final product that is more intuitive for everyone.
Residents, carers, and family members are encouraged to explore the new features and find information on local support by visiting the official portal:
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