2020

UX/UI

Whilst working at the Department for Work and Pensions, I led the interaction design for the second half of Confirm Your Identity (CYI) - a service that helps Universal Credit (UC) claimants prove their identity online, saving valuable time for citizens and resources for the department.

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The process

Joining the squad shortly after the first release of CYI (which was fast-tracked due to the Covid-19 pandemic), my task was to lead the interaction design of the second release.

CYI is an interim service that connects UC claimants with HMRC's authentication and identity verification service. My initial focus was mapping the complex flows and scenarios linking the 2 services, and subsequently working closely with content designers, business analysts and product managers to identify possible user journeys that would efficiently stream citizens with existing HRMC accounts, or with those with the necessary documentation, to HMRC to verify their identity. The outcome being a streamlined online identity verification for those citizens, and reduced pressure on UC manual identity verification teams. Crucially, citizens without necessary documents, or those who simply preferred to use a non-digital route could still do so.

Through co-design sessions and workshops, a number of resulting user journeys were identified, prototyped using the GOV.UK Prototype Kit and tested with citizens. As a result, the possible solutions were iterated and refined until the 2 most favourable were identified. We then worked closely with UC on getting these 2 journeys implemented as an A/B test in a private Beta with a limited cohort of end users. The solution that performed best was taken forward into a public Beta release.

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The outcome

The second release of CYI saw an 11% drop in manual agent identity verifications on telephony channels.