2024 - Present
UX
UI
Research
Supervision Lay Deputies are able to be a deputy for more than one person, or client, who has lost their mental capacity for both property and affairs and health and welfare orders.
We don't have a way for Lay Deputies to support multiple clients, so the Lay would have to sign up with two separate email addresses to access the two separate accounts.
Deputies are required to remember different login details for each account they register and ensure they are in the right account for the client they need to report on.
The first Deputy that signs up to the system can do so online, but the 2nd Deputy has to sign up via the paper route
Each Client could have different reporting periods, which may be challenging to keep on top of.
Value roadmap
Quicker and more convenient for Deputies to have all their client info in one place
Deputies can manage multiple cases
Probing questions
How would our system look with this increased capacity for the Deputy?
How do we simplify the account management for Deputies handling multiple clients?
How do we help Deputies keep on track with the progress of each Deputy’s report?
For co-Deputies, what freedoms do we offer them on the dashboard/client overview screen?
Gage the financial input experience, as well as the capability to trace their previous transactions if there's a discrepancy.
Test and evaluate assumptions using prototype designs which will allow the deputies to login to one account and see all of their clients rather than using separate accounts for each.
Deputies are having to create new email accounts so they can register an online account for each of their clients.
Turning point came from Deputies consistently showing confusion around what report statuses mean e.g. current and incomplete often interpreted as being when you have a report you are working on but haven’t finished.
Preferred ‘manage’ rather than ‘continue’ as the content for the call to action button.
This challenged us to reshape our User needs:
As a…
Deputy with more than one client who chooses to report online
I need/want…
I want to be able to manage the reports for all of my clients in one account
I need the process of registering to manage reports online to be clear and simple
I need to know which report is due next/first
I need guidance around what I can and cannot do on behalf of my client to be easy to find and understand
So that…
I don’t have to set up multiple accounts, remember the login details for each one and have to keep logging in and out of each one to do reports
I know I have set up the details for accessing and managing the reports correctly and can quickly login later on
I can submit the reports on time
I can make the right decisions and can report them accordingly to OPG without being fearful of doing something wrong
From a Developers perspective, we aimed to create a many to many relationship between 'named_deputy' and clients using a reference table
As there is an even split regarding the design options preference among the users, determine which design option most aligns with the Gov patterns and the longer term design changes and flow of the service going forward
Generally found and understood that the ‘Choose client’ breadcrumb would get them back to the first page to choose which client they want to manage reports for
Impact
In agreement with the Deputies managing multiple cases
Developers were able to lay the foundation to be able to transfer our knowledge into the existing Deputy-Client relationships, namely Dual reports.
