Commercial Vehicle Demand Management (DVSA)
The CVDM project digitised the ability for independent vehicle testing centres to request and manage DVSA vehicle assessors conducting vehicle testing. As the UCD Lead, I led the design delivery adhering to GDS design principles. The service is now live as part of the manage your vehicle testing service, and regularly accessed by over 550 vehicle testing centres.
Role
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User Centred Design Lead
Setting the direction for user-centred design. Supporting teams. Creating alignment between users, business and technology.
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Service Designer
Understanding the landscape from every angle. Mapping complexity. Designing systems that serve.
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User Researcher
Designing and conducting workshops, interviews and surveys. Listening to users. Creating insights.
Research
My approach to research is always rooted in collaboration and inclusivity. We engaged with a wide range of users and stakeholders—internal teams, operational staff, and external service users.
Understanding
Through research, pain points and hidden opportunities were surfaced, utilising user research to help shape both the product vision and the service experience, from Discovery to Beta.
Product
UCD focused on bridging user needs with business goals and technical feasibility. At every stage, I’ve aimed to clarify the problem space, iterate solutions and build a shared understanding of what a better service could look like.
