Working alongside the UK Government and Shared Services Connected (SSCL), I spearheaded the design and delivery of myHub, a groundbreaking self-service platform that streamlined internal operations across 22 government departments. With £100M in savings during its first year and accolades like the Fujitsu Digital Innovation Award, myHub has transformed how government entities manage tasks like leave requests, payroll, and interdepartmental communications.
Product
SaaS Digital Product
Skills
UX, UI, Interaction Design
Role
Product Design Lead
Timeline
2018-2023
Team
Sam Marks - Design Director
Toby Margetts - Strategy Director
Thomas Evans - Senior UX Designer
Catia Pedrosa - UX Designer
Leo Cammish - UX/UI Designer
Anna Brooks - UI Designer
Chris Burnell - Senior Front-End Developer
Anh Ta - Senior Back-End Developer
Gioan Tran - Product Manager
01
The Problem
The early iterations of myHub faced significant challenges, including a stagnant beta phase, low user engagement, and inefficient processes. Users frequently bypassed the platform for manual or telephone-based solutions, causing operational inefficiencies.
02
Redesign myHub to be an intuitive, scalable platform for government departments and their staff.
Build a consistent design system to ensure future scalability and adaptability.
Deliver measurable cost savings and improve user satisfaction across all departments.
03
User Research & Testing
Conducted 30+ user interviews across various government departments to understand pain points.
Facilitated moderated testing sessions with real-world tasks, uncovering high dropout rates and user confusion.
Analysed behaviour using Hotjar heatmaps and Google Analytics, identifying key areas of disengagement.
Design System Development
Built a comprehensive design system to standardise components, improve accessibility, and enable rapid iterations.
Created reusable templates and components catalogued in Figma for seamless developer handover.
Solution Ideation & Prototyping
Ran collaborative workshops with tools like Figjam and Mural to ideate solutions.
Delivered low- and high-fidelity prototypes, refining designs through iterative feedback loops.
04
Streamlined User Interface
Simplified navigation and reduced cognitive overload by focusing on essential tasks within the viewport.
Added a global navigation bar and AWS-powered chatbot to guide users through the platform.
Personalisation & Single Sign-On (SSO)
Introduced SSO to offer a personalised experience across devices, eliminating reliance on cookies.
Enabled users to save tasks, documents, and key actions in a centralised dashboard.
Innovative Features
Quicklinks: Out-of-the-box customisable shortcuts for frequently used actions.
Favourites: Allowed users to save and prioritise key tasks and pages, improving repeat usage.
myDash Dashboard: Created a one-stop task repository integrating third-party APIs for seamless data sharing.
Search Concierge: Leveraged Squiz Funnelback for smart search capabilities, simplifying content discovery.
Mobile Optimisation
Delivered responsive designs enabling mobile task management for users with VPN access.
Accessibility & Inclusivity
Ensured compliance with WCAG AA standards through comprehensive accessibility testing and reporting.
05
Achieved £100M savings in the first year of implementation.
Streamlined data processing for 22 government departments, with operational savings projected to reach £400M by late 2023.
Improved user satisfaction by 60%, as measured through post-implementation surveys.
Reduced task completion times by 40%, increasing overall efficiency.
Earned the Fujitsu Digital Innovation Award for excellence in platform design.
06
Key Visuals
Simplified Navigation: Before-and-after examples showcasing reduced user confusion.
myDash Dashboard: Integrating third-party APIs for task and data management.
Search Concierge: Smart search optimisation powered by Squiz Funnelback.
Design System Overview: Figma component catalogue and template samples.
Reusable components
With each government department inheriting their own brand/systems, it was important to ensure that the premise for myHub was broken down into it's rawest format from a design system perspective (bare bones) to enable teams to incorporate their own brand upon implementation.
07
What Worked Well
The design system ensured consistent updates and a scalable foundation for future iterations.
Collaborative workshops with government and SSCL stakeholders fostered alignment and innovation.
What Could Be Improved
Future iterations could explore deeper analytics for user behaviour and task tracking.
Expanding multilingual support would enhance accessibility for diverse users.
