Active Leeds

The Active Leeds team and Integrated Digital Service (IDS) colleagues worked together on a programme of work, Leisure Service Plus between Autumn 2022 and Autumn 2023. A key aspect of the work focused on efficiencies and improvements that could be made to the Active Leeds website.

User researchers reviewed the website, liaising with staff to gather feedback and comparing content with other leisure providers from the public and private sector - providing a recommendations report for Active Leeds staff and web developers for consideration.

Following the user research, the team developed a new website enquiry form that integrated with the Active Leeds main line business application providing them with a more joined up overview of the customer journey from prospect to membership.

In addition, the team created a chatbot for the website, which provided customers with key information including prices, opening times, and membership details.

The new site went live on the Tuesday 26 September 2023.

Next steps will include:

• embedding the enquiry form into the Drupal website, so it can be used effectively for different campaigns
• exploring opportunities to enhance the chatbot by making it more prominent and developing live-chat functionality