Re-designing the service which helps over 15,500 farm businesses gain access to £238million in sustainable farming schemes across Wales.

GOV.WALES  is the Welsh Government services and information website site for the devolved welsh govenment.

Rural Payments Wales (RPW) is the Welsh Government's organization responsible for administering rural grants and payments to farmers, landowners, and other eligible individuals in Wales.

The initial scope of the project looked to explore bringing together the capabilities of multiple systems that are used by customers in what can often be part of the same customer journey.

This would to help simplify their experience by reducing unnecessary friction, log-ins and required information to access their information.

However, the challenge of the client expanded when I saw an opportunity to improve the experience for users concerning the sites and online resources.

As the Senior UX Designer

First and foremost, my role was as an advocate and example of user-centric design. making sure that the en-user is front and centre of conversations and that we are making decisions based on need before anything else. In the discovery phase, we ran workshops with user groups, speaking with SMEs and reviewing live data across the 3 systems to better understand the problem before approaching the solution.

Farming connect and Rural Payments Wales have multiple contact centres to help serve their customers, but no way to share information with each other, which was crucial for Framer's being paid on time and correctly.

Farming Connect provide advice, 

(run by 3rd party on behalf of the Welsh Government .

Other organisations such as EID Cymru, animal tracking data base, may also benefit from access to Farming Connect/RPW information/ For example Farming connect

Farming Connect and Rural Payments Wales have multiple contact centres, but no way to share information with each other

Farming connect provide advice (run by 3rd party on behalf of Welsh Gov – may not be MS compatible). 

Other organisations such as EID Cymru, animal tracking data base, may also benefit from access to Farming Connect/RPW information. For example Farming connect use Customer Reference Numbers (CRN) to track the customer, but any one CRN may have more than one CPH (County Parish Holding) numbers if they have multiple groups of livestock.

New Farming Connect platform about to be defined, now looking for advice.

1.Go to Farming Connect to seek advice (on any miscellaneous farming issue).

2.Receive advice, such as how to apply for a grant given their circumstances and are told to visit the RPW website.

3.Navigates to the Rural Payments Wales (RPW) website.

4.They may have to register with RPW if not already done so (government gateway) regardless of whether they’re also already registered on Farming Connect.

5.The customer makes an expression of interest for a grant or apply for entitlements.

6.Once the grant has been deemed either successful or unsuccessful the customer will receive an SMS message instructing them to visit the RPW website again to find out their result.

7.The customer logs on to RPW to find out if they have been successful or unsuccessful in their grant application.

Example

Example

Example

Example