Digital Application Processing
Transformational caseworking system achieving speed and quality improvements.
Overview
Digital Application Processing (DAP) is the internal platform that processes millions of UK passport applications every year. It replaced a paper-heavy legacy workflow with a modern system that supports automation, improves speed, and reduces the risk of human error.
I spent four years designing the caseworker interface, helping HM Passport Office move towards an exception-based model in which routine checks are automated and caseworkers only intervene when decisions require human judgment. DAP went on to win the 'Best Use of Data and Technology' award at the Civil Service Awards 2021.
Role and responsibilities
I worked as an Interaction Designer within a multi-disciplinary Agile delivery team, collaborating closely with caseworkers, product managers, researchers and developers.
My responsibilities included designing clear, task-based interfaces for caseworkers reviewing complex passport applications; creating prototypes in Axure and later the GOV.UK Prototype Kit to support research, iteration and wider team understanding; working directly with caseworkers to understand how they made decisions and ensuring the UI supported accuracy, efficiency and reduced cognitive load; and helping transition the team's design workflow from Sketch/Axure to the GOV.UK Prototype Kit to align more closely with development.
Key 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
Project visuals
Visual assets coming soon.
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