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How making our user journey longer made things better for users

Posted by: , Posted on: - Categories: Product Owner, Service Design, Universal Credit
Map of user journey on whiteboard

Product owner Karen Gibson talks about how her team simplified the interview process for work coaches by creating a new process featuring a ten-minute evidence gather which replaces a 60-minute interview.

Made in Sheffield: how we built the DWP Authenticate digital service

Screen shot of the Authenticate signing in window asking the user for their email address and password

Jenny Murray and Ian Thomson tell us how their team built the DWP Authenticate service to help third parties safely and securely sign into an internal DWP system so they can carry out their work.