HOME OFFICE
Home Office
LOST AND STOLEN PASSPORTS
Lost and stolen passports
#building-digital-systems-to-serve-complex-organisations
#research-and-insights
#research-and-insights
#service-design
#service-design
#public-sector-service
#public-sector-service
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%
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