To get a good understanding of the issues facing users, I immersed myself in all the data the online team had - google analytics, customer feedback and suggestions, support calls and customer surveys. Now having a good understanding of any customer issues and how addressing worked, I began to sketch and exploring ideas for how the address and postcode finder could work.
Once I had enough of an idea of how the new version would work. worked with the developers to build a beta version that could be tested. And after several iterations a new address and postcode finder went live. Customer gave use overwhelming feedback that the new version was easier and quicker to use.