GOV.UK Pay

I was a member of the GOV.UK Product team in 2020/21. Projects included a Discovery into how government departments' back office finance processes work, Reducing time spent on user support, and an Alpha into expanding the products functionality to include new payment methods such as recurring payments. The recurring payments product went on to take its first live payment in April 2023.

Responsibilities included:

• user research planning, recruitment and synthesis activities

• end-to-end service maps for technical and financial systems

• testing hypothesis with users
• identifying opportunities for quick wins
• facilitating workshops

End to End service map

Workshop materials

Alpha & Beta for a new product feature