19 March 2026
Throughout January and February 2026, we’ve been out in the community speaking directly with residents about their experiences using Cardiff Council’s online services. This hands‑on user testing is a key part of our Digital Strategy and helps us make sure the services we design genuinely work for the people who use them.
Listening to residents where they are
We visited Cathays Heritage Library and Grangetown Hub, meeting residents of all ages who were happy to share their experiences. With the support of hub and library teams, we were able to use welcoming spaces where people could try real online tasks on their own devices.
These included everyday activities such as:
- Checking waste and recycling collection days
- Booking bulky waste collections
- Finding key information on the Council website
By observing how people navigate the site, we learned a lot about what works well and where improvements are needed.
What we learned
Residents were open and honest about their experiences. Some of the themes we heard included:
- Clearer signposting helps everyone
Some important links, like checking collection days, were easy to miss when buried in longer pages. We’re working on making key tasks quicker to find. - Shorter content improves confidence
Long or text‑heavy pages made some users feel hesitant or unsure. We are reviewing where content can be simplified or reorganised. - People value using their own devices
Most participants used their own smartphones, including accessibility features such as speech input or contrast settings. This helps us design services that feel intuitive on the devices residents actually use. - Comfortable community settings make a difference
Testing within familiar groups – such as art and craft sessions – made participants more relaxed and willing to try tasks and ask questions.
Why this matters
User testing is essential for building online services that are:
- Easy to use
- Accessible to everyone
- Designed around real needs, not assumptions
It also supports our wider digital goals of improving online journeys, reducing friction, and giving residents a smoother, more confident experience.
What’s next?
We’ll continue visiting hubs and libraries across the city over the coming months. We’re also developing more ways for people to get involved, including:
- Wider community testing sessions
- Opportunities for user panels to shape new services
- Working with accessibility and equalities groups
Your feedback directly informs the improvements we make. With your help we can build digital services that work better for everyone in Cardiff.
If you’d like to take part in future testing or learn more about our digital work, keep an eye on our updates or speak to your local hub or library team.
Thank you to everyone who took part in the sessions — your insight is already helping us create a better digital experience for all.