Engagement Optimisation
GLA Talk London
The Challenge
Talk London is an online platform run by the Greater London Authority which enables residents to share opinions, take polls, join forum discussions, and connect with peers.
The challenge was to increase member participation in campaigns by improving the journey from filling out a survey to posting, as well as making it easier to comment, like, and reply within discussions.
The Solution
We conducted 11 usability sessions (5 mobile, 6 desktop) using the Future of London campaign to assess the site’s functionality and user experience before recommending changes and improvements to the website. The focus was on underrepresented audiences, specifically 16–24-year-olds from BAME backgrounds living in social housing, to uncover barriers to engagement and identify opportunities for improvement.
Usability Testing, Analysis & Recommendations
The first stage of deliverables centred on usability testing and analysis. We produced detailed reports highlighting issues with the existing platform and consolidated the findings into a set of prioritised recommendations. Alongside this, we provided best practice examples to demonstrate alternative approaches and inspire improvements that would directly address barriers to participation.
Design Concepts & Wireframes
The second stage of deliverables focused on design outputs. We created new design concepts and prototypes aimed at reducing friction, such as introducing components to break up lengthy text and providing quicker access to the comment box. These concepts were refined through several rounds of mobile and desktop wireframes, with the final versions incorporating the Talk London brand identity to ensure a consistent and engaging user experience.
The Outcome
The deliverables provided Talk London with a clear set of actionable improvements to lower barriers to engagement, making it easier and faster for residents to contribute to discussions. This positioned the platform to amplify diverse voices and foster greater participation in civic life across London.
