Modernised how central government checks eligibility
Transformed a complex due diligence process into something calmer, clearer and build-ready in four weeks
Brief
- Four-week engagement with the Cabinet Office
- Build a due diligence tool inside GOV.UK and Salesforce
- Move a research wireframe into a clear, compliant, build-ready prototype
- Deliver something users could trust, and devs could pick up with confidence
Problem
- Users relied on a clunky tool that introduced friction and reduced confidence
- Existing workflow lacked clarity, feedback and confidence
- A static wireframe outlined structure but needed to become a coherent product
- High-stakes decisions needed something traceable, consistent and dependable
Process
- Turned the wireframe into a faithful, clickable prototype in week one
- Refined journeys so flows felt natural and consistent
- Week-three testing drove inline edits, clearer summaries, documentation and confidence scoring
- Designed to GOV.UK standards and WCAG AA from the start
- Worked with devs in week four to ensure everything was buildable inside Salesforce
Path
Week 1:
Foundation
A rapid prototype exposed gaps early and set the structure for clearer, calmer user flows
Week 2:
Empathy
Grounded journeys in real user realities so everything felt consistent and intuitive
Week 3:
Iteration
Daily user testing shaped focused refinements, steadily strengthening the product with each iteration
Week 4:
Hand-over
Kept design and development in sync, checking buildability as we went so nothing became a dead end
Breakthrough
Users didn’t need more features, they needed more confidence
The prototype helped people move faster, resolve issues in flow, and make sense of what the data was telling them. Inline edits and instant feedback kept them focused and in control
"I spent hours trying to manually fix records in an Excel file. If I could've done it like this, it would've saved me a whole load of time"
Deliverables: validated service flows ready for GOV.UK, WCAG and Salesforce build
Smart search
Search patterns streamlined single and bulk lookups, with inline results reducing context switching
Confidence scoring
Visual indicators showed result reliability, helping users prioritise and move with certainty
Built-in documentation
Observation fields and organisation supported traceability, with no side spreadsheets or lost context
Tested in real time
Every state and journey was tested in prototyping, from edge cases to errors, shaped to work in Salesforce
Results
The prototype gave teams a compliant, reusable blueprint that helped users move faster with fewer errors and more confidence in their decisions
Four weeks to build-ready
A user-tested prototype, verified with devs to ensure it could be built
Built for every user
Happy, unhappy and edge cases covered, with flows shaped to work consistently across WCAG AA and Salesforce standards
One system, many teams
Clear, cohesive journeys designed to support multiple Government Departments and Arms Length Bodies with confidence
Learnings
Clarity, traceability and calm flows turned a high risk process into something teams could rely on under pressure
Trust
Design for trust, not just task completion
More context, confidence signals and recovery paths calmed users working under scrutiny
Constraints
Constraints can sharpen the product
GOV.UK, WCAG and Salesforce limits pushed clearer hierarchy and reusable, safe-to-roll-out patterns
Prototyping
Prototype to think, not just to deliver
Realistic flows under pressure exposed gaps early and steered daily iteration
Accessibility
Accessibility is a design decision, not a checklist
Contrast, focus and structure made complex due diligence readable and defensible
Tools
