Government

Department for Environment Food and Rural Affairs

Biodiversity Net Gain

Senior Interaction Designer (IxD) (22 months)

Defra initiated a project to measurably improve habitats for wildlife. Property developers must deliver a biodiversity net gain (BNG) of 10%.

Engaged as IxD to design a biodiversity credits calculator, credits purchase service, and public register of biodiversity gain sites. Worked directly with policy colleagues and stakeholders to ensure legislative requirements were met; collaborated with Service Designers, Content Designers, and User Researchers to design and iterate prototypes to meet user needs, evolving business requirements, and address user research findings.

Succeeded in delivering services enabling the money raised from the sale of biodiversity credits to fund habitat creation, restoration, and achieve long-term biodiversity gains.

NHS Digital

Covid-19 Testing

Senior Interaction Designer, Practice Lead (IxD) (8 months)

Engaged as IxD and Practice Lead across multiple services: Organisational Based Testing and Elective Care to continuously improve COVID-19 services.

Delivered audits of existing services. Collaborated with Content Designers, User Researchers, and Service Designers; iterated prototypes to meet evolving business requirements. Led UX reviews. Led IxDs in the adoption of tools and ways of working; the production of prototypes using the GOV.UK prototyping kit.

Succeeded in delivering improved services with 79% of organisations collecting employee medical data. Improvements to Elective Care enabled 67% of planned procedures to be completed.

Department of Health and Social Care

COVID-19 Services

Senior Interaction Designer (IxD) (7 months)

DHSC continuously improved COVID-19 services. Engaged as IxD across multiple services including: Find a coronavirus (COVID-19) travel test provider, Report a COVID-19 rapid lateral flow test result.

Worked with Content Designer, User Researcher, Service Designer, and Product Owner to iterate prototypes in response to user research and changing business requirements. Educated stakeholders and liaised with third-party providers to ensure services were accessible and met the GOV.UK service standard.

Succeeded in delivering improved services enabling travelers to meet entry and re-entry requirements.

HM Revenue & Customs

Pay VAT deferred due to coronavirus (COVID-19)

Interaction Designer (IxD) (3 months)

To support businesses during the COVID-19 crisis, HMRC announced that VAT payments would be deferred for a three-month period. Engaged as IxD to design a service enabling businesses to set up a direct debit to pay their deferred VAT.

Collaborated with Content Designer, User Researcher, and stakeholders to create user flows and service maps. Designed and continued to iterate prototypes during private beta. Participated in user research, customer empathy workshops, and GDS peer review.

Succeeded in delivering the service; within 5 weeks there were 100k registrations and £10.16bn worth of direct debits added.

Eat Out to Help Out

Interaction Designer (IxD) (2 months)

HMRC required a digital service for Eat Out to Help Out. Engaged as IxD to create a service with registration, claims management, and data analysis functionality.

Collaborated with multi-functional teams; designed customer claims/registration journey maps; produced prototypes with a second IxD, Content Designer, and User Researcher; iterated prototypes to meet evolving business requirements and to address user research findings; demonstrated solutions to stakeholders for approval.

Succeeded in delivering the service, allowing 52k registrations and £849m in claims across 160m+ discounted meals.

Digital Services Tax

Interaction Designer (IxD) (9 months)

HMRC introduced a 2% tax on search engines, social media platforms, and online marketplaces. Engaged as Interaction Designer to design an online service for registration, returns, and payments.

Liaised with stakeholders via interviews/workshops; produced service maps to illustrate collaboration between disparate parts of the HMRC estate; designed and prototyped screens for collecting revenue data; demonstrated prototypes to stakeholders; and delivered user-led continuous improvements.

Succeeded in passing discovery/alpha GDS assessments, with the service projected to generate revenues of £440m per annum.

Tax Credits Service

Interaction Designer (IxD) (18 months)

HMRC initiated a project to reduce tax credit overpayments. Engaged as IxD to design a change in circumstances service with reporting functionality.

Reviewed legacy systems and processes; identified user needs; liaised with call centre staff to understand process/system requirements; co-facilitated empathy workshops to educate stakeholders on customer circumstances; contributed to sprint planning; and demonstrated multiple prototypes to secure business sign-off.

Succeeded in delivering the service, leading to a reduction in both inbound calls and £3.4bn overpayments to 3.6m customers.