Project summaryGovernment Digital Service
GOV.UK ID Check App
Client: Government Digital Service, Cabinet Office
Year: 2022, 2023
Role: Service Designer - App
Skills & Activities: Service Design, Storyboarding, User Research & Interviews, Journey Analytics, Journey Mapping, Journey Management, Workshop Facilitation, Prototyping, Usability Testing, GDS Service Standards
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GDS’s mission is to build a simple, joined-up and personalised experience of government for everyone. Delivering a single sign-on and identity-checking system will help make our One Login for Government vision a reality.
For a while, Brits had to share the same details over and over to access various different governments services. However, the internationally well renown Government Digital Service wanted to fix this by building a simple, joined-up, personalised experience of government for everyone. Delivering a single-sign on and ID verification under the banner ‘One Login for Government’. Think DigiD, BankID or similar solutions across the world.
Based on thorough user testing across all demographics, this experience was aimed to harmonise initial interactions with government online. With the aim to cut government operating costs and saving users time through a novel digital ID verification journey alongside existing routes to service. Within its first 12 months, 1.000.000+ users’ identities were verified, has since become No.3 in Utilities App Store with a 4.7 star rating. In fact, it has been credited for HMRC’s most successful self-assessment turnout in history.
No. 3
In App Store for Utilities1.000.000+
Users’ identities verified within first 12 months4.7
Rating in App Store2023
HMRC's best self-assessment turnout in history
To increase usability of the online government sign-in experience, we harnessed the power of NFC readers in to simplify the ID-verification step. This not only saves time for users, but also adds another level of trust.
Instructional screens
Onboarding flow
Animated feedback
GOV.UK’s rich digital heritage has been respected by aligning our app with the widely loved web-based interface. Ensuring a seamless user experience. The overall journey between web & app is a culmination of countless usability testing sessions.
We designed this experience for the entire public in mind. Caring for diversity, inclusivity, accessibility and digital literacy levels.
User experience leverages GDS’s defining design principles and the Service Standard.
Workshop activity - Mapping pain points
Design team credits:
Irene Kim, Damien Bonafont, Sam Middleton, Sonya Vatomsky, Ritika Periwal, Kristof van der Fluit and Aiziel Nazario.
Mockups, case video and illustrations presented above by Kristof van der Fluit.