Situation

Working within MOJ Digital & Technology, I was asked to redesign a pre-launch service, which aimed at reducing violence and helping those who are unfortunate enough to have a friend or relative in prison, while saving millions for the UK taxpayer.

Task

As service lead, I led the simultaneous redesign of three unique transactional products making up the service. The citizen-facing part, Send Money to Someone in Prison, was confusing users with various options and needed drastic simplification.

Activity

Working closely with the lead researcher through many user testing sessions, the trends presented themselves and I was able to advocate for and design solutions. We then tested these and iterated accordingly, achieving a consistent 97% satisfaction rating for the live product.

Excellent feedback from users

Most importantly to me, the service has enjoyed consistency exceptional completion and satisfaction scores. I can talk about this because of thanks to GDS, the government publically measures all its services. Here’s a link to its public performance data.

The Civil Service Awards 2017

The service was also shortlisted for The Digital Award at the UK Civil Service Awards. The awards are described as “…a highly respected and prestigious cross-government programme to recognise and celebrate the wealth of inspirational individuals and innovative projects within the civil service.”