Project Overview

Title: Public Sector Service Consolidation

Project Type: Consolidate duplicate user accounts across multiple services to one more secure entry point.

My Role: Content Designer

Duration: 3 Months (2024)

Objective: The wider focus of this project was to introduce a more simplified login process for a user who might use multiple digital services under one entity, each with different login processes and credentials, and to introduce a way to verify the users identity.

Aims

Context: The existing login process is unique to individual digital services which are all governed by the same overarching entity. There is no consistency or information sharing between services

Target Audience: The new login process and existing services need to be accessible to all UK residents.

Key Goals: To create a single entry point to access a range of digital services, with the intention of creating a more efficient and streamlined user experience, while also verifying the user and a real person.

Approach

• I joined this project mid way through as a Content Designer
• My specific role was to focus on language in the user journeys and consider tone, clarity and brand reflection.
• This project had a well implemented design approach with a structured process including detailed user testing and plenty of prototype iteration.
• I would identify areas of the flow that required important information to be conveyed to the user. I considered different approaches in delivering this information predominantly with language but occasional assistive visuals as well.
• Once I had established some options, I discussed the approaches with the projects wider team of content designers and agree on the best solutions.
• This would then require sign-off from my team lead before being handed over for translation.
• This was an iterative process that would happen on a weekly basis.

Due to the high sensitivity of this project I cannot share unpublished content, therefore these screens are publicly accessible versions of a process similar to that I was working on.

Hand-over

• My time on this project was short due to specific circumstances that lead to a large portion of work being handed over to the client for continuation.
• All our work was facilitated in Figma and Miro, where I had dedicated and clearly labeled content sections to hand over to the in-house designers.

Skill call-out

• Proficient language skills
• Strong understanding of brand tone
• Effective communication with users

Reflection

• This was a fascinating project to be a part of as this service is being used by so many customers around the UK.
• I particularly enjoyed witnessing the user testing, especially on designs and content I had contributed. It was amusing discovering all the different way content, particularly text can be interpreted and also how often its ignored!