Start with the task
Look at the questions people ask at a counter, over the phone and online. Those questions should shape the navigation, language and forms. A visitor should not need to know an internal department name to find the right service.
Make progress visible
When an application or request takes several steps, show what has been submitted, what is still needed and who acts next. Clear status information reduces repeat calls and helps staff deal with exceptions.
Design for the whole service
Accessibility, mobile performance, secure integration and support after launch are part of the experience. The public interface and the staff workflow need to be considered together.
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