Digital Transformation
Equal Experts
Full Credential Description
Challenge Developing a better user experience for visa applicants Working closely with the Home Office we refined, documented, and prioritised user needs, holding in-depth workshops with internal stakeholders to get a detailed understanding of how different visa products work, and developing a set of user personas. At this Alpha stage, we developed clickable HTML prototypes to demonstrate end-to-end user journeys through the new visa application process. This not only helped us get feedback from internal stakeholders – ensuring the design was robust from a legal, policy, and operational perspective – it also let us get early feedback from end-users, and gave us the confidence we were building something they would find useful. As delivery began, our user research uncovered more aspects of the service that required further improvement. Solution How Chinese visa applicants inspired a new change that saved hours of Home Office time In China, we discovered that nervous (or uninformed) applicants would submit excess documentation, creating extra work for the Home Office. This made further changes necessary – both to the service we were creating, and the policy governing it. To help, we built a new tool – the Product Catalogue – which allowed the Home Office to model its visa products in a straightforward, consistent way (something it wasn’t able to do before). This fulfilled several functions: Provided one catalogue for all immigration products Codified immigration policy, making i...