#building-digital-systems-to-serve-complex-organisations 

Brief

The Home Office wanted to provide an online tool for people to report and cancel lost and stolen passports quickly, replacing their paperbased system.

Approach

Through user research we identified user needs & business requirements. A front-end form was designed to capture essential details about the lost/stolen passport and a back-end case working system for passport office staff.

Outcome

The tool we designed has led to a 300% increase in passports reported lost or stolen, with the cancellation rate at 82% - up from 47% on the old email call back channel.

300% increase in passports reported lost or stolen

82% cancellation rate - up from 47%