I’m Jen Rahman, an Interaction Designer working in HMRC’s Newcastle Digital Delivery Centre. I help make our digital services easy for customers to use and navigate – it’s fast-paced, interesting, challenging (at times), but also rewarding. We've got some vacancies so want to know more about what an Interaction Designer does?
When a customer has their screen in front of them and goes to log into their personal or business tax account they normally have an action in mind they want to complete with us. A large part of my role involves understanding how I can make this task as easy as possible for them. Understanding what the design obstacles are from my team members helps me quickly start to visualise what sort of design solutions I can start to sketch out or even mock up within a browser.
I work in a small team made up of a range of different specialists. I work very closely with my team’s Business Analyst and Product Manager to understand what needs to be obvious for the user, what needs to be easy, and what needs to be possible within our service - making the user’s life easy when interacting with the service.
My role is about helping the team understand what hard work we need to do on behalf of the user, and I regularly create high level flows of user journeys as well as describe the smaller details that occur to help the user more.
As the work progresses, usually at speed, each further design iteration is then based on research with users. I work closely with my team’s User Researcher to test the latest design prototype, observing first-hand how it is used by real-life users in similar scenarios. Watching usability testing is an incredible experience and really helps me shape the design of the service.
During my two years here I’ve been lucky to be involved in a variety of different projects, including one that lets customers check how much Income Tax they paid last year . I’ve been involved with that one right from the beginning Discovery phase and have iterated the prototype all the way up to its 40th (current) iteration. Being involved in such a mighty service has been an incredibly exciting and rewarding opportunity.
Working in an agile way, with a close-knit team and in a great environment is an amazing experience, and it’s hugely rewarding to know that my design work is helping millions of users seamlessly complete their interactions with HMRC.
HMRC is currently recruiting for 11 Interaction Designers in London, Shipley, Telford, Newcastle and Worthing - visit our vacancies page to find out more.