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My role: Interaction Designer

Client: Department of Transport (Public Sector)

Year: December 2021 - May 2022

Methods and tools: Interaction design, Information architecture, Journey mapping, Coded prototypes (GOV.UK Prototype Kit), Mural

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I joined when the service moved from alpha to private beta. It later passed its GDS beta assessment.

This case study covers two separate grants: the Homecharge scheme, and the Car park grant for landlords*.*

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Summary

Overview

OZEV gives grants to help people install EV chargepoints. Its grant services were separate, paper based and hard to run as demand grew.

Capgemini built one digital platform to apply for and claim these grants. I designed the journeys for customers and installers on two of them: the Homecharge Scheme and the Car Park grant.

Role: Interaction Designer, working with a service designer, a user researcher, a content designer and subject matter experts.

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Goal

Make applying and claiming simple, while capturing enough detail for OZEV to assess each grant.

Review the alpha design and rework the journeys
Design for both customers and installers
Test with real users, then improve the design
Pass the GDS assessment

Outcomes

Handed over the end-to-end design for the Homecharge Scheme and the car park grant to the OZEV team
The service passed its GDS beta assessment
Programme results from Capgemini's client story (a team result): applications 59% cheaper to process, and grants paid 3x faster to landlords and businesses

01 / Problem statement

OZEV ran several grant services, each with its own approach. They were disjointed and built on manual processes. They could not cope with growing demand or new grants.

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Different services, different approaches: users had to learn each one

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Slow and manual: paper forms and manual checks

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No room to grow: every new grant added more work

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