To support businesses during the COVID-19 crisis the government announced that VAT payments would be deferred for a three month period. 530,000 businesses deferred a total of £38.3bn in VAT.
Task
Design a service to enable businesses to set up a direct debit to pay their deferred VAT.
Action
- Worked remotely as part of a multidisciplinary team
- Produced user flows
- Produced a service map
- Participated in remote user research sessions
- Participated in remote customer empathy workshop
- Designed and built 3 iterations of the service prototype
- Continued to iterate the service during private beta
- Participated in Government Digital Service peer review
Result
Within the first 5 weeks
- 100k plus registrations
- £10.16bn worth of direct debits added to the scheme
User flow
Snapshot: 3 routes into the service