The challenge

Environmental permits require operators to track many different things and report the data they collect to the Environment Agency (EA). This helps the EA understand what impact sites may be having on the environment.

With complex QA processes and low digital take-up (30% of submissions still sent by paper or email), there was no standard way of submitting data, no consistent format, and no central database. EA staff were rekeying customer data from emails into internal systems, meaning compliance activities drove the data received but limited its value.

We measured success in three ways:
• Cost per transaction
• Uptake of users submitting data using the new service
• Reduction of paper submissions

Understanding users

Discovery focused first on major landfill operators, with scope to expand later. I ensured the design supported assisted digital users with low digital skills who were PC-based, with limited expected mobile take-up. We identified two key personas based on technical ability and organisation size.

I analysed user data, visited sites, and carried out interviews. Alongside the researcher, I ran stakeholder workshops to capture internal needs and created an experience map to uncover pain points and opportunities.

Designing the service

Within a multi-disciplinary team I designed a data returns service to make it easier for EA customers to submit data online. It included validation features to reduce errors and save time and money.

The team included a product owner, scrum master, interaction designer, content designer, researcher, and three developers, with input from subject matter experts and internal system users.

I embedded GDS principles, championed a user-centred design culture, and introduced lean UX techniques. I ran a story-mapping workshop to bring stakeholders into the process from the start, define the MVP, and help establish a clear release path.

Joining at Alpha, many team members had little UCD experience. I pushed for a fresh Discovery so all members could take ownership of design decisions.

Legacy processes and ingrained systems created constraints. A planned replacement system was central to reducing costs but too embedded in the returns process to design around, limiting flexibility.

I developed user journey architecture flows to align design, content and development.

I created HTML/CSS prototypes tested with users on site:

A decision tracker was included to capture key activities and ensure the service met GDS requirements.

Outcomes

The new service simplified data submissions with a standardised format and built-in validation, reducing burden for customers and staff. It achieved higher completion rates, more submissions, lower costs, improved data quality, and better outcomes overall. The service passed two GDS assessments and was usable by all customers first time.