Beta testing an online file upload journey

This project's goal was to support beta testing a new end to end online journey for citizens to upload evidence to update their personal details. Some problems identified:

• The only method for customers to send their personal documentation is using a postal route.

• 42% of complaints are due to missing and incorrect documentation through the current postal process.

• This causes a delay in updating customer records by nearly a year.

• There is no offline or online guidance to report this change of circumstance independently through self-serving.

• The full end to end journey including how users would access and find the page to use the online form and using the form to upload a file.

• Clear and simple instructions starting with essential information first is useful to test in beta and making sure offline journey has the same clear and simple instructions to maintain continuity.

• What support users would need to successfully upload their documentation independently.

• Worked closely with process owners, product managers and developers to clarify the scope and identified user pain points with current journey and mapped out new process.

• Iterated design concepts of the file upload form's landing page and offline journey, which is a letter, to make sure all relevant information and instruction were clear and adhered to government digital standards (GDS).

• Defined success metrics like reduced customer contact and the success rate of uploads.

Testing these designs during beta phase resulted in:

• 95% of successful file upload journeys.

• Reduced customer complaints by 5%.

• Streamlined a process to send and receive sensitive documentation that reduced digital scanning by £8,000.

Saira Bhatti