Overview

The Department for Business, Energy and Industrial Strategy (BEIS) is implementing a crucial initiative to improve access to energy support for vulnerable households in the UK. The Warm Home Discount Eligibility Checker project aims to simplify the process for citizens to determine their eligibility for financial assistance with energy costs.

Problem Space

BEIS, as a key government department, faces challenges in delivering efficient and accessible services to millions of UK residents. The Warm Home Discount scheme is part of the government’s efforts to address fuel poverty and support low-income households. However, the complexity of eligibility criteria and the application process can be barriers for many potential beneficiaries.

The Ask

The primary goal of this project is to create a user-friendly digital tool that allows citizens to easily self-determine their eligibility for the Warm Home Discount scheme. This aligns with BEIS’s broader objectives of improving energy affordability and supporting vulnerable consumers.

My Role As A Lead Service Designer

As the lead designer for this project, my role was critical in ensuring a user-centered approach to the development of the eligibility checker. My key responsibilities included:

– Conducting user research to understand the needs and pain points of potential applicants

– Designing intuitive user interfaces and user flows for the eligibility checker

– Collaborating with subject matter experts to accurately translate complex eligibility criteria into simple, understandable questions

– Creating prototypes and iterating based on user feedback and testing

– Ensuring compliance with Government Digital Service (GDS) design standards

– Presenting design concepts and progress to stakeholders

– Working closely with developers to implement the designs

– Conducting usability testing to refine and improve the tool

Key Deliverables 

– Service Mapping

– Customer Journey Mapping

– Assessment Presentations

– Stakeholder Management

– Product Management

Outcome & Results

The outcome of this project was a successful launch of the Warm Home Discount Eligibility Checker, which has significantly improved accessibility to the scheme. The tool has streamlined the eligibility determination process, reducing confusion and administrative burden for both citizens and the department. It has also contributed to increased awareness and uptake of the Warm Home Discount scheme, helping more eligible households access vital financial support for their energy costs.

This project demonstrates BEIS’s commitment to leveraging digital solutions to enhance service delivery and support vulnerable citizens. The success of the eligibility checker has set a precedent for similar initiatives across other government support schemes, contributing to a more efficient and user-friendly approach to public service delivery.