I brought my knowledge of the EU Settlement Scheme to this project. I took additional information from immigration lawyers and rewrote it in plain English.
The purpose of the project was to create new web pages giving immigration advice to EEA citizens and their families who wanted to stay in the UK after Brexit.
We iterated the pages a few months after the first iteration went live. For both iterations, I worked with immigration lawyers and made use of user research interviews.
To improve the pages for the second iteration, we used heat maps to understand how the pages were being used. We also conducted further user interviews to rework the information architecture of this section of the website, each page and improve the content.
These examples are from the second iteration of the pages.
I had to explain complex immigration rules and processes in plain English and write for people who were not native English speakers. The pages were very long and made use of accordions where information differed depending on the user’s circumstances.
The following screens are for advisers at Citizens Advice offices who were conducting face-to-face or telephone advice sessions. The information is the same as for citizens, with extra information, instructions and links for advisers. They were not displayed on the public-facing pages. The ‘Add reference’ buttons allowed the adviser to add this to a document which would be sent to the person they were advising, summarising the advice.
Nicola Albon 