We worked in an agile, scrumban way to build and test prototypes with veterans and those who provide services for them. This let us build on research from a discovery phase and understand veteran’s needs and any wider issues. We spoke to people remotely to make sure we got a good spread across the country and so we could engage with people who might struggle to attend in-person interviews. We also went to drop-in centres in person to meet people that might not be able or willing to engage digitally.
We consulted extensively with the services that need to confirm veteran status, looking at whether it might also be worth scaling and digitising existing services for 3rd parties to confirm veteran status.
We had to consider a wider landscape of factors involved in delivering a service that works for everyone. There were dependencies on other government work that needed to be factored into our work. These included:
- needing access to data that the Ministry of Defence (MoD) holds in legacy systems. As this needs to be very secure, we shared a great deal of evidence around our approach to data security.
- working closely with the team developing GOV.UK One Login – a new digital identity service that’s being developed with the aim of allowing citizens to access all the government services they need to use with one sign in.
- collaborating with different governmental departments (Ministry of Defence as well as the Office for Veterans’ Affairs) that are engaged with defence and ex-defence employees, taking into account and influencing policy to make sure the service meets user needs.
In compliance with the service standard, everything we did was open source and reused existing tools such as GOV.UK One Login, IPV and Notify. Tried and tested patterns and components developed by government departments like HM Revenue & Customs and the Home Office and using the GOV.UK Design System.