Enhancing compliance and governance efficiency for DIT
Service Design, UX/UI Design, Figma
Category ~ Government Internal Services
In March 2023, the Department of International Trade (DIT) embarked on a mission to enhance the compliance service used by its employees. The primary goal was to streamline the process, making it more user-friendly and efficient. This project aimed to address existing pain points and improve the overall user experience, ensuring that DIT employees could complete compliance and governance-related tasks more effectively.
The Department of International Trade (DIT) of the UK government is responsible for striking and extending trade agreements between the UK and non-EU states. It also supports businesses exporting and growing international trade.
The challenge
The existing compliance service was outdated and cumbersome, leading to inefficiencies and user dissatisfaction. DIT employees faced difficulties in navigating the system, resulting in a high rate of errors and a significant amount of time spent on compliance-related tasks.
Scope
As the service designer and UX designer, my role encompassed understanding user needs, redefining user journeys, designing an improved user interface, and ensuring a seamless integration with existing systems. I worked closely with a multidisciplinary team to deliver a comprehensive redesign of the compliance service.
Research
To ensure a thorough understanding of the user needs and the current system's limitations, we conducted extensive research. Collaborating with two user researchers, we conducted unbiased interviews with DIT employees to gather qualitative and quantitative data. The insights from these interviews were pivotal in identifying pain points and areas for improvement.
Definition
Based on my research, I defined the following requirements: Mapped the user journey as-is, Mapped the service blueprint as-is, Defined user stories from user research, Mapped the user journey to-be, Mapped the service blueprint to-be, Designed wireframes of new service using DIT design system, Designed custom UI for the service, Tested mockups, Showcased to stakeholders, Handed off to the internal DIT team.
Development
Data analysis revealed common issues and allowed us to define clear user stories in collaboration with the project manager. I documented our findings and processes in a detailed service blueprint, which included automated system workflows and gathered insights from the user research, product owner, product manager, engineers, and other stakeholders. After mapping both the service as-is and to-be, I designed the wireframes of the new service. Once designed, we run usability tests with the users measuring success and making improvements.
Delivery
This iterative process involved continuous testing and refinement to ensure the final product met the users' needs and business goals. In this phase, I collaborated closely with engineers to ensure a smooth implementation of an MVP while advocating for user needs.
Outcome
The redesign of the compliance service yielded significant improvements in efficiency and user satisfaction. The final implementation resulted in about a 63% reduction in task completion time for key compliance-related actions. User satisfaction saw a notable increase, with positive post-implementation survey responses. These outcomes not only enhanced the user experience but also contributed to greater overall efficiency within the DIT.
