Project Overview:
Various projects undertaken at HMRC, all focused on improving user experience and efficiency for both citizens and businesses.
Target Audience:
The target audience varied depending on the project:
- Job Retention Scheme (JRS): Businesses utilising the government’s payroll support scheme during the COVID-19 pandemic.
- CDS Reimbursements – International Trade Customs Refund Reimbursement: Businesses claiming customs reimbursements due to increased post-EU exit trade complexities through use of a new online service.
- Northern Ireland International Trade Discovery: Importers and exporters of goods from UK mainland to Northern Ireland. This largely was aimed at policymakers and government officials responsible for shaping future trade services for Northern Ireland.
Research Process:
- JRS Replacement Scheme: User research, potentially involving interviews aimed at understanding the needs and expectations of businesses transitioning from the Job Support Scheme (furlough) to Job Retention Scheme to its replacement.
- JRS Calculator Changes: Assess the impact of government changes to the JRS calculator, identifying any usability issues or areas for improvement.
- EU Exit Reimbursements: Research, involving user testing, on the current paper-based reimbursement process and pain points for businesses. This helped design a more efficient and user-friendly online service.
- CDS Reimbursements: User research explored the existing online claim process for importers, identifying areas for streamlining and improving efficiency for both users and HMRC.
- Northern Ireland Trade Discovery: Extensive research, potentially involving desk research, interviews with stakeholders, and data analysis, aimed at understanding current trade policies, processes, and systems used in Northern Ireland. This research informed recommendations for a future, user-centered trade service.
Design and Implementation
Depending on the specific project, the design and implementation phases might have involved:
- Developing user personas: Creating fictional representations of key user groups to guide design decisions.
- Wireframing and prototyping: Creating low-fidelity and high-fidelity prototypes to visualise potential solutions and gather user feedback.
- User testing: Conducting usability testing sessions to assess the effectiveness and ease of use of proposed designs.
- Collaboration with developers: Working closely with developers to translate designs into functional online services.
Example page displaying the logic used for CDS customs reimbursements
Screenshot of page where users enter the goods they are due a refund for
Screenshot of the Job Support Scheme calculator
Confirmation page of how much an employer can claim