HMRC was overpaying approximately 3.6m customers. To reduce overpayments HMRC needed a service for customers to report a change in their circumstances.

Action

• Researched legacy systems, service blueprints, paper-based forms and telephonic processes to identify weaknesses and inefficiencies
• Contributed to identifying user needs via lab, field and home-based user research
• Delivered multiple prototypes in response to user research findings and evolving business requirements
• Presented solutions to stakeholders to get approval and sign-off
• Co-facilitated empathy workshops to identify core customer needs and motivations
• Worked with stakeholders to improve collaboration across the project
• Partnered with subject matter experts to co-design solutions

Result

• A reduction in inbound calls by allowing customers to self serve
• Reliable and accurate reporting functionality to assist with reducing £3.4bn in overpayments

User flows

Change of address

Snapshot: completion of change of address and relationship

Maps

Changing jobs and adding an additional job to a claim