Make it consistent – it’s all so different, some on my account, some email (so many!) Some impossible to find on a huge website, with a search that doesn’t work (and in fact brings up Google results first!).
Make it easy – find info or how to interact is confusing and the language doesn’t help. I was trying to pay my mum’s Caroline the other day, try it, not easy!
Make it two way- tell me how ling something’s going to take, what or when I will hear, and let me see my interactions with you on my account so I or you can post messages, managing my expectations and saving us both time and money.
Keep it up to date. So many pages and not with a simple ‘last updated note like nhs.
I don’t want to call or email – I want simple, consistent and two way services online.