LEEDS.GOV.UK

New Early Help and Family Information Services content launched

Following a detailed discovery phase, new user-centred content for Early Help and Family Information Services (FIS) has now been launched on Leeds.gov.uk. The update brings together previously fragmented information into a single, trusted area of the site, designed to support families, professionals, and service providers across the city.

Why this was needed

User research showed that families, professionals, and providers struggled to navigate multiple digital platforms to access family information. Content was often outdated, inconsistent, or difficult to find. This caused repeat contacts, delays in support, and unnecessary demand on the service.

A discovery process was undertaken to better understand the needs of users and to recommend improvements. The result is a redesigned content area on Leeds.gov.uk that reflects what users want, and supports early intervention through better signposting.

What the work involved

The five-week discovery phase involved:

  • a full UX audit of the previous FIS website, identifying usability and accessibility issues
  • analysis of web and email data, which revealed that over half of enquiries could be answered through clearer online content
  • workshops and interviews with more than 30 stakeholders from across the council, health, early years, and the third sector
  • a survey completed by over 360 professionals, providers, and families, helping to shape understanding of user goals and pain points
  • the creation of personas, journey maps, and an improved information architecture

What’s changed

  • a new Early Help and Family Information section has been created on Leeds.gov.uk, providing a clear, structured and accessible hub of information
  • content is organised around real user needs 
  • the site now promotes early help pathways, signposts to local services and community groups, and supports professionals with up-to-date referral routes
  • navigation and content hierarchy have been improved, especially on mobile, ensuring families and practitioners can find what they need more quickly
  • the new pages are designed to be easy for service teams to update, ensuring information stays current and accurate