Overview
Digital Application Processing (DAP) is the internal system that handles millions of UK passport applications a year. It replaced a paper-heavy legacy process with one that automates routine checks, speeds things up and cuts the risk of human error.
I spent four years designing the caseworker interface as HM Passport Office moved to an exception-based model: routine checks handled automatically, caseworkers stepping in only where a decision needs human judgement. DAP won Best Use of Data and Technology at the Civil Service Awards 2021.
Role and responsibilities
I was the interaction designer in a multidisciplinary agile team, working closely with caseworkers, product managers, researchers and developers.
I designed clear, task-based screens for caseworkers reviewing complex passport applications, and prototyped them in Axure and later the GOV.UK Prototype Kit for research, iteration and a shared understanding across the team. I worked directly with caseworkers to understand how they made decisions, so the interface supported accuracy and speed and kept the cognitive load down.
Phases
Beta.
Outcomes
- Designed efficient caseworking interfaces that reduced cognitive load and supported the shift toward automated passport processing
- Built fully interactive prototypes that supported user research, iteration and alignment across the programme
- Contributed to a major transformation recognised with the 'Best Use of Data and Technology' award at the Civil Service Awards 2021
