A team at GOV.UK has been working on how to improve “whole user journeys”. By this, we mean complex tasks that involve multiple government departm

Blog Inside GOV.UK

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2021-06-06 22:30:05

A team at GOV.UK has been working on how to improve “whole user journeys”. By this, we mean complex tasks that involve multiple government departments and are usually a significant moment in a person’s life.

The first whole user journey we looked at was starting and sustaining a business. We wanted to understand the process, and find opportunities to make it better - and then use this work to help improve other whole user journeys.

Our work led to us building a prototype tool to help people understand the next steps their business needs to take. This launched on GOV.UK in May for people who had newly registered companies with Companies House.

We decided to start with this specific user journey because improving how UK businesses can operate is a key government priority. Whole user journeys cut across multiple departments. Starting and sustaining a business is no different. During the process, people are likely to interact with more than 10 different government organisations.

At the Government Digital Service (GDS), we think that users should not need to first understand how government is structured to be able to work where to go for guidance and services. People should be able to find out what they need to know easily and simply.

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