London Borough of Camden - computer with web elements showing UX improvement in progress

Improving workflow and UX with online forms

London Borough of Camden

The London Borough of Camden (LBC) wanted to streamline commercial property applications with an updated online form.

The brief

Camden is a busy borough in the heart of north London and has a number of properties it lets to commercial tenants through its website. Applications for these have previously been handled via a lengthy form and LBC wanted to update and simplify this process to work across all device types and screen sizes.

OWA recently redesigned LBC’s commercial properties website to improve user experience (UX) and we were happy to assist.

Our approach

Working closely with the project team at Camden, we carried out a rapid review of the required data and text fields, before recommending a custom form built natively that would work responsively across all screen sizes.

To simplify the form, we added a stepper for users to see progress within the application process. This also meant we could split the information gathering across five much shorter, intuitive stages, adding a modern interface to fit with the rest of the website design. To improve usability we also included a drag and drop uploader at the last step for applicants to add multiple files quickly and easily. Completed applications are then submitted to the relevant department, improving efficiency and customer experience (CX).

London Borough of Camden commercial property application form developed by OWA
London Borough of Camden map displaying all available properties
London Borough of Camden logo added to web application built by OWA
OWA provided valuable input on user experience and workflow and, of course, expert technical help during the development and testing. We are really pleased with the outcome.
Ayla Braho, valuer, London Borough of Camden
OWA team member in conversation

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