MyTVH provides TVH’s 15,000 residents with the means to request repairs, check rent balances, make payments and more on an online platform which ensure that transactions are managed and fulfilled efficiently and securely. TVH needed a partner that could address complex back-end technical requirements as well as working in an agile way, to ensure that user needs remained at the core of the project throughout.
TVH’s goal was to build a digital service so good that residents would prefer to use it over other channels. TVH and dxw worked with residents and staff to gather requirements: we wrote user stories, analysed the ways in which residents used the existing website and ran online card-sorting exercises to understand how user groups intuitively seek out information online. Further resident feedback was gained through a questionnaire and resident workshop.
We’ve kept up this focus on TVH’s residents throughout the project, ensuring that all functionality is completed to a high standard, tested with users, refined and tested again. The service has several components, all of which dxw built using Ruby on Rails. Each is tailored to the problem it solves: one for the resident-facing service, one to manage back-end integrations, and another to manage card payments.
6 months after the start of the project, a beta service was launched and tested on users. Since then, new features have been added to the service continuously, allowing it to meet an increasing number of residents’ needs.
To date, the service has been an enormous success. In the summer of 2014, it won House Party’s award for Digital Innovation of the Year. It has been widely cited as an example of modern, innovative digital services in housing. In the six months following its launch, 75% of registered users returned to use the service after registering, as compared to only 7% of users on the previous customer services site. And TVH now takes more card payments for rent online than it does over the phone, which has freed valuable staff time to deal with increasingly complex enquiries from residents about benefits and arrears.