Our journey started by mapping the territory and creating E2E (End to end) user journey map. Due to technical constraints, we have not had a chance (yet) to remove the double registration. One with the Government Gateway and the second with the Defra account.
Following the successful mapping exercise, we have evaluated the fragmented product created by the developers without any UX input. Already at the internal evaluation stage, we could see several issues. The data collected through mixed data fields, deviation from GDS standards are the kind of examples of what we uncovered.
From the negative emerges the positive. We have started annotating with posties, brainstorm, imagine, inquire and draw low fidelity prototypes.
From low fidelity prototypes, we have moved to the Gov prototyping kit. We have A/B and C/D tested the current "designed by developers" journey and our take on it and iterated based on the user feedback. Here are examples of the improvements we have introduced.some screens version D jpg
Take time to properly understand the problem first1: Definition - Define the challenge of a specific group of people.
We have learned that with a positive mental attitude and high degree of professionalism things can be done. We took the service and the stakeholders on a journey and orchestrated a new service which is a real digital transformation not just paper to digital wishful thinking.