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Pay VAT deferred due to coronavirus (COVID-19)

To support businesses during the COVID-19 crisis the government announced that VAT payments would be deferred for a three month period. 530,000 businesses deferred a total of £38.3bn in VAT.

I worked remotely as part of a multidisciplinary team to design and develop a service to enable businesses to set up a direct debit to pay their deferred VAT.

In the first 5 weeks of the service going live there were 100k plus registrations and £10.16bn worth of direct debits added.

User flow

A screenshot of part of user flow for the Pay VAT deferred due to coronavirus (COVID-19) service.

Snapshot: 3 routes into the service

I collaborated with a content designer, user researcher, product manager and stakeholders to create user flows and a service map.

Selected screens

I continued to iterate the prototype during private beta.

An image of a screen for the Pay VAT deferred due to coronavirus (COVID-19) service showing a bill total.

An image of a screen for the Pay VAT deferred due to coronavirus (COVID-19) service showing a customer choice to pay over an 11 month period.

An image of a screen for the Pay VAT deferred due to coronavirus (COVID-19) service showing the number of months in which payments can be paid over.

Research and assessment

I participated in user research and customer empathy workshops. Users were positive in their comments on using the service. They frequently used the terms clear, good, simple, straightforward, easy, quick, understandable.

I contributed to a successful GDS peer review.