How to claim a repayment of import duty and VAT if you've overpaid or on rejected imports
The Unisys Law Enforcement Application Framework (U-LEAF) gives resource-challenged law enforcement personnel a tool to help them meet the growing public demand for effective investigations of crime and terror threats.
To comply with my confidentiality agreement I have omitted and appropriated confidential information. These designs are a reinterpretation of the original.
To comply with my confidentiality agreement I have omitted and appropriated confidential information. These designs are a reinterpretation of the original.
Objective
To develop a digital submission route that streamlines the repayment and adjustment claim process for traders, reducing reliance on manual keying and minimising errors that delay payments.
This solution aims to enable HMRC to process claims more efficiently by digitising the submission of data currently captured on the C285 and C&E1179 forms, allowing case data to flow directly into the case management system.
By eliminating the manual entry of claims, the project will support timely repayments, increase operational efficiency, and accommodate anticipated increases in claim volumes due to EU Exit.
Additionally, the project will provide traders with an improved service, reducing the need for physical form submissions and allowing for a simpler, more reliable claims process.
To develop a digital submission route that streamlines the repayment and adjustment claim process for traders, reducing reliance on manual keying and minimising errors that delay payments.
This solution aims to enable HMRC to process claims more efficiently by digitising the submission of data currently captured on the C285 and C&E1179 forms, allowing case data to flow directly into the case management system.
By eliminating the manual entry of claims, the project will support timely repayments, increase operational efficiency, and accommodate anticipated increases in claim volumes due to EU Exit.
Additionally, the project will provide traders with an improved service, reducing the need for physical form submissions and allowing for a simpler, more reliable claims process.
My Role
As a UX Designer on the 'Custom Declaration Service Duty Reimbursements' project, currently in Public Beta and preparing for Live assessment, responsibilities span the entire project lifecycle, including Discovery, Alpha, Private Beta, Public Beta, and readiness activities for Live assessments.
Key contributions include:
Skills: Digital Strategy, User Experience (UX), Interaction Design, User Engagement (UE), User Guidance (UG)
As a UX Designer on the 'Custom Declaration Service Duty Reimbursements' project, currently in Public Beta and preparing for Live assessment, responsibilities span the entire project lifecycle, including Discovery, Alpha, Private Beta, Public Beta, and readiness activities for Live assessments.
Key contributions include:
Skills: Digital Strategy, User Experience (UX), Interaction Design, User Engagement (UE), User Guidance (UG)
The objective of the Alpha phase for this government service project was to explore, prototype, and test different design approaches that address key user needs, validating assumptions made in the Discovery phase. The goal was to develop an accessible, user-centred service that aligns with GDS standards and provides an effective, reliable digital solution. This phase was essential for identifying the most viable interaction models and interface designs before moving forward to Beta.
As the Senior Interaction Designer, I led the design work throughout Alpha, focusing on creating and iterating prototypes based on user research insights. My role involved:
The Alpha phase yielded several critical insights and results that will guide the next stages:
The CDS Reimbursements project progressed into the Private Beta phase following successful Alpha testing, aiming to develop a reliable, user-focused digital service for processing claims on duty and VAT reimbursements. This service facilitates reimbursements for importers who have either overpaid duties or need a refund for rejected goods. The Private Beta phase focuses on refining and testing the service with a select group of users to validate functionality, ensure compliance with GDS standards, and prepare for scaling in the Public Beta phase.
The objectives of Private Beta were to:
In the Private Beta phase, my role as Senior Interaction Designer involved creating, testing, and refining interaction designs to ensure the service was intuitive, accessible, and effective for users submitting claims for overpaid duty and VAT. Key responsibilities included:
The Private Beta phase successfully validated key components of the CDS Reimbursements service, yielding several important results:
As the project moves into the Public Beta phase, the focus will shift to:
In the Public Beta phase, the goal was to refine and finalise the CDS Reimbursements service, ensuring it was ready for a broad user base. This phase allowed users to claim back duty and VAT on imports for overpayments or rejected goods, supporting them with a smooth, user-friendly service. During Public Beta, the focus was on gathering feedback from a wider audience, enhancing functionality, and ensuring the service met all requirements before preparing for handover to the Live Service team.
During Public Beta, responsibilities centred around improving usability, supporting accessibility, and collaborating closely with teams to prepare for a seamless transition to live service. Key activities included:
The Public Beta phase successfully prepared the service for a seamless transition to the Live Service team, achieving several important outcomes:
Following a successful Public Beta and live assessment, the next steps are:
My Approach as an Interaction Designer for HMRC Borders and Trade Projects:
By focusing on user-centered design, proactive collaboration, and agile iteration, this approach allows me to deliver efficient, accessible, and user-friendly digital services despite the complexities involved in Borders and Trade projects.
My Approach as an Interaction Designer for HMRC Borders and Trade Projects:
By focusing on user-centered design, proactive collaboration, and agile iteration, this approach allows me to deliver efficient, accessible, and user-friendly digital services despite the complexities involved in Borders and Trade projects.
Selected Works
HMRC - CDS ReimbursementsWEB APPLICATION
DWP - Disputes Modernisation ProgrammeProject type
ESFAProject type
DfT BSOGProject type
National Careers ServiceProject type
ULEAFWEB APPLICATION
HOLMES2WEB APPLICATION
UNISYS-UFSSWEB APPLICATION
MYLOWEB APPLICATION
DUTCH-CUSTODIALWEB APPLICATION
Digital InvestigatorWEB APPLICATION
SONY-TAGPLAY STATION TAGGING GAME
nokia-nfcNOKIA NFC
asiaroomsASIAROOMS
calderdale-collegeCalderdale College
© Jojest Thomson 2019 - Forever