At PSi, the experience people have when they join a discussion is central to everything we build. Councils and public bodies trust us to help them run meaningful conversations, and that depends on participants feeling comfortable, included, and able to take part without confusion.
Last summer, after I spoke at Camden Council's Scaling AI event, a participant reached out to share how impressive they found the platform. Months later, after joining Camden's Diversity Fund discussion, they followed up with a generous reflection on their experience using PSi.
What followed was a thoughtful exchange. It gave us a close-up view of the participant journey during a live session and helped shape several improvements across the platform.
Seeing the Participant Journey Through Someone Else's Eyes
The feedback did not focus on one major issue. Instead, it drew attention to the many small moments that shape how smooth or confusing a discussion feels — from how people join, to how conversation flows, to how inclusive the space feels.
These details matter. When 100 residents join a conversation, clarity and confidence have a direct effect on how willing people are to share their views.
Turning Insights into Product Improvements
From the exchange, our team made changes that now benefit everyone using the platform:
- Some updates made navigation clearer
- Others reduced cognitive load in large sessions
- And some focused on strengthening inclusion and comfort
The participant also offered reflections on group dynamics, which helped us think more deeply about how people build a connection to each other throughout the course of a discussion.
Designing for Inclusion, Not Just Functionality
One part of the exchange centred on personal identity. Even small moments here can shape how safe someone feels taking part. The participant shared:
"I was misgendered a few times… it wasn't deliberate, but could we have the option to add or show pronouns please?"
This insight guided our approach to adding optional pronouns during onboarding in a way that supports dignity without adding complexity.
It is a good example of how inclusive design often works: not through complex features, but through many small decisions that make the space more welcoming.
Why This Matters for Public Sector Teams
This story reflects how we work behind the scenes at PSi. Public sector organisations want tools that feel reliable and thoughtful, especially when discussions involve sensitive topics or diverse groups. Direct participant feedback helps us deliver exactly that.
From this exchange we were reminded that:
- Participants notice and value considerate design
- Small improvements have a large impact at scale
- Inclusion is felt most in the details
- Strong technology grows through real-world use
Better participant experience leads to stronger engagement and ultimately, better decisions for communities.