I lead the discovery phase of the Child benefit service. I mentored a junior User Researcher, guiding them and carrying out much of the user research. We visited users at home and used insight generated from these visits to identify user needs.
A screenshot of the proposed Child Benefit start page.
Drawing on our research, I created an as-is service map to help stakeholders understand the service and where users encounter frustration. We used this service map as a tool during co-design workshops with subject matter experts and stakeholders, to define solutions to the needs of their users and prioritised based on value to users and the business and complexity.
The service map we used to communicate users frustration.
Taking account of the prioritisation, I worked in collaboration with a Content Designer and Developer to sketch and prototype the journey. Using this approach and relying heavily on existing components from the Design System, we were able to build a prototype in under a week.