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Project summary

Redesign of a complex application form for the Employment Tribunal Service

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Research, already undertaken, had highlighted numerous obstacles and pain-points in the process of employees applying to take their employer to an Employment Tribunal.

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Research had shown that users found the application form over complicated and many gave up without completing it.

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My role was to firstly analyse the initial research and then, working closely with a content writer, redesign the application form to address the users' issues, whilst keeping everything within the GDS framework.

My tasks:

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  • Analysis of existing user research

  • Mapping various user journeys

  • Creating hi fidelity prototypes

  • Remote user testing of prototypes

  • Iteration of prototypes following testing

  • Hold weekly update meetings with judicial stakeholders throughout the UK

Revising the user journeys

One of my first activities in the redesign was to revise the user journeys.

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Many users were unaware they needed to contact Acas before submitting a claim application.

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The current form briefly mentioned this on one of the early pages but users easily missed this copy and it wasn't until they were deep in the application process when they were asked for an Acas reference number.

 

This caused great frustration for those who were unaware of the Acas requirement.

Users overlooked the Acas requirement on the existing form

My solution was to ask the Acas question upfront, as part of a qualifying set of triage questions, before getting into the main application form.

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When retested, those users who didn't have an Acas number, appreciated knowing this information upfront, rather than several screens in.

My triage questions consisted of:

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  1. Do you have an ACAS number?

  2. Are you representing yourself?

  3. Is this part of a group claim?

  4. What is the nature of your claim?

My redesign turned the copy into a question

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Re imagined user flow (as presented to the senior judges) showing the triage questions upfront

Refining the interaction design

There are certain limitations with a GDS project, but I was still able to improve the user experience through subtle improvement in the form layout, content and interaction design.

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Redesign

Existing

Redesign

Existing

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