Education and Skills Funding Agency (ESFA) Apprenticeship Service
Overview.
The Challenge.
The ESFA required support to develop a broad range of services, each with varying users and user requirements. Once developed to ‘Live’, they also required successful service integration to a range of partner agencies to maximise user engagement and transactions.
The Solution
We worked with the ESFA to gather, understand, and analyse complex user research. Our approach involved leading co-design sessions to elaborate policy with blended civil servant and multi-supplier teams. To ensure that any solution matched user needs, we conducted extensive research with teachers, employers, and students and joined cross-government communities of practice. We produced blogs and show and tells and engaged with a wide range of stakeholder groups, including employers and training providers, HMRC, and Treasury cross-government teams.
The Results.
Using user research, our UX Lead used advanced user stories to prioritise programme level backlogs across 15 products. Stories were used to de-conflict at programme level and underpin integration to partner agencies. Good practices resulted in multiple live services, with 2m+ people signed up and 6m+ transactions.
Project highlights.
