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

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.



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.