Case Study: Citizens Advice achieves streamlined court support workflows with Komodo Digital

Citizens Advice uncovers 19 areas for improvement with Komodo

Citizens Advice faced challenges with its WitnessBox CRM platform, a critical system for managing witness credentials and court activity. Technical and design issues had accumulated over time, leading to user frustration and operational inefficiencies. The product team at Citizens Advice engaged Komodo to conduct exploratory user research to understand these unknown problems and define the path for an upgrade to WitnessBox 2.0.

Komodo conducted a qualitative research project involving 14 semi-structured interviews with users across five different groups. This process mapped the entire user journey and identified 6 major challenges and 14 minor pain points within the existing system. The solution delivered by Komodo was a clear roadmap for the new platform and a bespoke visual report detailing all findings, which provided Citizens Advice with the confidence and evidence needed to proceed with development.

Citizens Advice