When to use it
User needs to be directed to specific information on documents or other artefacts
How it works
The macro or zoomed out view gives a general overview of the document and key items of content. This helps a user to identify the document and orientate themselves.
The item of content on the document the user needs to be directed to is highlighted by a circle. Other information can be included in this circle if it helps with orientation but the main item should be centred. This circle provides the location of the information needed. The cone / triangle shape acts as a pointer and draws the eye. The magnified view then provides a close up of the content so a user is better able to read it.
The 'Example' banner helps users understand that the graphic is not their document. Some users in testing tried to enter the information from the graphic rather than their actual document.
SSCS - Submit your appeal
For an appeal to be compliant, users must firstly have an MRN and secondly, the appeal must be made within one month of the date of the MRN. In the current process, the appellant has to post in their MRN and a manual check is done by the tribunal to check the MRN and whether the appeal is in time. We have designed this screen to negate the need for the appellant to post in their MRN and avoid the manual check by the tribunal. It tells us whether the user has an MRN and whether the appeal is in time.
In testing these pages have posed one of our biggest design challenges. The MRN can have three or four different dates on it, in different positions. The Payment Number has proved tricky to find for some users. Some users would enter the wrong MRN date, usually from the main body of the letter. Some would skip the infographic or see the word date and try and find any date on the MRN. Some would enter the date from the example infographic. There was a major concern was that we would tell an appellant their appeal was late, when in fact it was in time.
The example infographic has been iterated and many times and now tests positively and helps users to enter the correct date and correct payment office number from their MRN so that we know whether their appeal is in time. However, despite these many iterations we are unable to guarantee 100% of users will enter the correct date from the MRN so we designed an additional page which asks them to double-check the date they have entered. It is shown to anyone who enters a date which shows they have a late appeal.
When to use it User needs to be directed to specific information on documents or other artefacts
How it works The macro or zoomed out view gives a general overview of the document and key items of content. This helps a user to identify the document and orientate themselves.
The item of content on the document the user needs to be directed to is highlighted by a circle. Other information can be included in this circle if it helps with orientation but the main item should be centred. This circle provides the location of the information needed. The cone / triangle shape acts as a pointer and draws the eye. The magnified view then provides a close up of the content so a user is better able to read it.
The 'Example' banner helps users understand that the graphic is not their document. Some users in testing tried to enter the information from the graphic rather than their actual document.
SSCS - Submit your appeal For an appeal to be compliant, users must firstly have an MRN and secondly, the appeal must be made within one month of the date of the MRN. In the current process, the appellant has to post in their MRN and a manual check is done by the tribunal to check the MRN and whether the appeal is in time. We have designed this screen to negate the need for the appellant to post in their MRN and avoid the manual check by the tribunal. It tells us whether the user has an MRN and whether the appeal is in time.
In testing these pages have posed one of our biggest design challenges. The MRN can have three or four different dates on it, in different positions. The Payment Number has proved tricky to find for some users. Some users would enter the wrong MRN date, usually from the main body of the letter. Some would skip the infographic or see the word date and try and find any date on the MRN. Some would enter the date from the example infographic. There was a major concern was that we would tell an appellant their appeal was late, when in fact it was in time.
The example infographic has been iterated and many times and now tests positively and helps users to enter the correct date and correct payment office number from their MRN so that we know whether their appeal is in time. However, despite these many iterations we are unable to guarantee 100% of users will enter the correct date from the MRN so we designed an additional page which asks them to double-check the date they have entered. It is shown to anyone who enters a date which shows they have a late appeal.
PB Sprint 16 | Online Submission Prototype | Iteration 4 | MRN Unhappy Paths / Grounds For Appeal
PB Sprint 17 | Online Submission Prototype | Iteration 5 | MRN Unhappy Paths / Grounds For Appeal
PB Sprint 17 | Online Submission Prototype | Iteration 5 | MRN Unhappy Paths / Grounds For Appeal
PB Sprint 18 | Online Submission | Review with CAB Woolwich
PB Sprint 20 | Online Submission Prototype | Iteration 6 | Appellants and Appointees | Grounds For Appeal | Submission confirmation and resulting journeys | Appointee sign up journey | Newcastle
PB Sprint 21 | Online Submission Prototype | Iteration 7 | Appellants and Appointees | Grounds For Appeal | Submission confirmation and resulting journeys | Appointee sign up journey
PB Sprint 24 | Online Submission Prototype | Iteration 8 | Appellants and Appointees | Grounds For Appeal | Submission confirmation and resulting journeys | Appointee sign up journey
PB Sprint 28 | Online Submission Prototype | Iteration 8 | Assisted Digital Appellants | South London Law Centre
PB Sprint 36 | Online Submission pilot review | West Midlands appellants | Wolverhampton
PB Sprint 36 | Online Submission pilot review | Appellants with assistive technology in their own homes | Bristol
PB Sprint 37 | Online Submission prototype | Assisted digital support model testing | West Midlands appellants | Balsall Heath, Birmingham
Sprint [] | Beta | STA I Iteration 1 IdAM + Save & Return I PIP Appellants | Dialect Lab, London
Sprint [] | Beta | STA I Iteration 2 IdAM + Save & Return + Evidence Cover Sheet I Access needs users in their own homes | Cheshire & Manchester