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.

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

I designed and built 3 iterations of the prototype. I continued to iterate the prototype during private beta. I participated in user research and customer empathy workshops. I contributed to a GDS peer review.

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

Service map

The UCD team collaborated to produce a service map

Screens