Portals Scheme Returns

The Challenge: The service is complex and technical, with a wide range of potential users. These users range from citizens managing small Pension Schemes on a personal level with little to no experience up to professional pension administrators managing vast catalogues of Pension Schemes on behalf of employers paying for their Pension Scheme to be managed. Not only are they vastly different kinds of users, but they will potentially have different journeys through the service.

The Solution: Using the new TPR brand and implementing the UK Governement Digital Design Service Standards we endevoured to create an easy to use service for not only advanced users but also our users with little to no experience. Looking at the user-flow of the portols system to build an overall picture and create a more seamless user experience. Building both low-fi and hi-fi prototypes and conducting moderated research and applying an iterative process to build a user centered service.

Synopsis of Research

In moderated interviews asked questions about the current end to end service, from receiving a notification from TPR to submitting their returns. We watched users fill in returns to observe behaviours, discover pain points and try to determine what our user required for easy completion of their scheme returns. We then created designs and validated our assumptions through rapid Low-fi and Hi-fi prototyping and a process of iteration.

Research Example

  • Research: A/B User Journey test

One of the larger tests we conducted was an A/B split test comparing two different user journey's. The design system and components were fairly set at this stage however the journey was under consideration. Test A was set out question by question in bite size pieces and as per the GDS Standards as shown in the example pictured left. Test B was layed out similar to the original journey with the data entry feilds grouped together on one page.

1. Method

  • Moderated Skype interview
  • Traffic lights system
  • 20 participants
  • Mixed groups with large % of Group 0.

2. Research

  • The most intuitive journey
  • Easiest to find your place after the break
  • Understanding of the progress indicators
  • Ease of filling in the forms
  • General preference.

3. Results

  • Over 70% found Test A more intuative
  • Over 80% found Test A easier to find their place
  • Half requested extra indicators on Test A but not Test B
  • 70% found Test A easiest to fill in
  • 80% preferred Test A overall

Work Examples