Responding to local resident feedback to reduce engagement fatigue

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Royal Borough of Kensington & Chelsea partnered with PingLocker and Built-ID to respond to local resident feedback that they were fatigued from the number of physical engagement letters they were receiving and in fact were requesting new methods. 

To do so, the project team worked to transform their existing WeAreW11 app by adding new accessibility and translation functions. Additions included embedding accessible and gamified surveys, the ability to book consultation calls with the engagement team, and a calendar of all upcoming events in the borough. In addition, there is a new accessibility feature, with the ability to toggle visual aids, change font size, adjust contrast, and translate the site to 10 different languages. 

The project aimed to encourage Lancaster West Estate (LWE) residents to engage on various different projects on the estate that not only shape their homes, but also the community. Additionally, the council developed an anonymous survey to capture residents’ feedback about the improved app. 

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