Ministry of Justice

Ministry of Justice enters into a digital transformation which will change the relationship between the judiciary, the third-party services, the witness/victims and the defendants.

I delivered actionable recommendations and user flow for the new application, replacing the old systems on Magistrate and Crown Court.

To provide the recommendations, I…

– identified and mapped the relevant users and stakeholders. It helped me to figure out their high-level needs and where they are in scope with the program.
– mapped the experience so I can spot the pain points
– conducted in-depth interviews to gather enough knowledge so I can figure out the users’need.
– organised workshops to share the outcomes with the stakeholders and validate my findings.
– provided a user flow to the UX Architect so he can build a prototype.
– user tested the prototypes with final users ensuring that the application meets their needs and is usable.
– carried the suggestion for amendments with another Playback session.

To get the best of my work, I created a Kanban board on JIRA, where all the stakeholders were able to follow in real time the status of the researches. As for any government-related business, the GDS guidelines shaped the path to research: the users’ needs were the critical point of this research.


– Qualitative and quantitative research
– Contextual interview
– Creation of personas
– User needs gathering
– Experience mapping
– User journey
– User testing
– Research playback
– Discovery and alpha phase
– Scoping
– Analytics
– Documentation


A user flow for document extraction:

The users’ map