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Tax Credits Service

HMRC was overpaying approximately 3.6m customers. To reduce overpayments HMRC needed a service for customers to report a change in their circumstances.

I worked as part of a multidisciplinary team to design and develop a service to enable customers to report a change in their circumstances.

I contributed to the research of legacy systems, service blueprints, paper-based forms and telephonic processes to identify weaknesses and inefficiencies.

I delivered multiple prototypes in response to user research findings and evolving business requirements. I presented solutions to stakeholders to get approval and sign-off.

I helped facilitate empathy workshops to identify core customer needs and motivations. I partnered with subject matter experts to co-design solutions.

The service delivered a reduction in inbound calls by allowing customers to self serve. Enabling reliable and accurate reporting functionality to assist with reducing £3.4bn in overpayments.

User flows

Change of address

A screenshot of part of a customer flow for the tax credits service.

Snapshot: completion of change of address and relationship.

Maps

Changing jobs and adding an additional job to a claim

A imagine of a map demonstrating how different incomes across jobs are calculated in the tax credits service.

Customer changes jobs and has an additional job in the current tax year.

Screens

Income calculator

A significant number of customers used the service on smartphones. Enabling customers to complete complex calculations was essential.

Account home

A screenshot of the tax credits service home screen.

Meeting user needs: who’s on my claim, when is my next payment and how much money am I going to get.

Estimating household income

A screenshot of the tax credits service household income screen.

Iteration of household income screen displaying a breakdown of total household income.