Community Insights Drive Disused Coal Tip Solutions

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The Challenge

In December 2024, the Welsh Government introduced the Disused Mine and Quarry Tips Bill to the Senedd, proposing the creation of a new Authority dedicated to managing disused mine and quarry tips. This initiative aims to safeguard communities by ensuring landowners, occupiers, and residents understand their responsibilities and have access to essential information regarding local disused coal tips.

To support the successful launch of this Authority, the Welsh Government commissioned User Vision to conduct in-depth user research. Our objective was to understand the priorities, concerns, and support needs of community members most affected by disused coal tips—ensuring that future digital services would be relevant, inclusive, and trusted.

Our Approach

User Vision adopted a mixed-methods research strategy, conducting both one-to-one interviews and focus groups in English and Welsh. This inclusive approach enabled us to capture a broad range of perspectives from those living near disused coal tips.

Our sessions explored participants’ knowledge and experiences of disused tips, their awareness of associated risks, expectations of the new Authority, and preferred channels for information and engagement. We also tested a proposed navigation structure for the Authority’s planned information portal, identifying any gaps in planned services and surfacing additional user needs.

Through rigorous qualitative analysis, we developed five behavioural archetypes that encapsulate the motivations, attitudes, and information needs of those most affected by disused coal tips. These archetypes now guide the Welsh Government in shaping effective communication and engagement strategies for the new Authority.

The Result

Our research delivered vital, user-centred insights to inform the design and implementation of digital public-facing services for the new Authority. The Welsh Government now has a clear, evidence-based understanding of the needs, behaviours, and preferences of citizens living near disused coal tips.

Armed with these insights, the Welsh Government is developing a public-facing website that is accessible, inclusive, user-friendly, and trustworthy—addressing the specific concerns of at-risk communities. Our work validated key assumptions, enabling the Welsh Government to focus its service design and strengthen public engagement and information provision.

Conclusion

This project powerfully demonstrates the value of involving communities in shaping decisions and services that directly affect their lives. By engaging local residents, landowners, and those most impacted by disused coal tips, User Vision enabled the Welsh Government to move beyond assumptions and design solutions rooted in real-world needs and lived experiences.

Placing community voices at the heart of service development not only builds trust and transparency but also ensures that public services are genuinely inclusive, relevant, and effective. This approach sets a benchmark for future initiatives—showing that when communities are empowered to contribute, the outcomes are stronger, more sustainable, and better aligned with the needs of all.

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