Collaborating with a junior user researcher, mentoring them and carrying out much of the user research in tandem. We conducted contextual enquiry in potential users homes and took insights from this research and mapping these on and as-is experience map.


We used this experience map to identify user needs and opportunities to meet these needs.

Once we had identified the user needs we held a co-design workshop with subject matter experts from key areas of the business. Using their broder knowledge to define solutions to the needs of their users wranking these solutions in order of value to users and HMRC and also the complexity involved in acheving them.


Following on from that workshop I worked with the Business Analyst, Content Designer and User Researcher to define our ideal journey. Working through the business logic that the team would need to build the digital service.


Once we had mapped out a suffucient part of the journey I moved in to sketching out the journey in higer fadelity working closley with the Content Designer on the team to define and refine the content.


We then moved quickley to prototype the journey so that we could start to conduct user research to test our ideas.


One of the overiding things we found during discovery was that although we could make Child benefit easier to claim by building a digital service the amount of work users have to do inorder to recieve Child benefit is very low - completing a paper form - and for most people is relativley straitforward.
Soon after we started to test our prototypes it was decided that digitising the paper form would be a more cost effective solution over building a digital service.