ABOUT

This service was to replace a print and post service for traders to report any non-customs subsidies they have received for their businesses or group of related businesses, view their allowance balance and ensure they do not go over the relevant sector cap. HMRC already has visibility of customs duty waivers received by traders but until now they lacked visibility of non-customs subsidies payments received by traders.

It's voluntary to sign up but users who fail to report by the rolling 90-day deadline will be blocked from claimed any further subsidies at all until they have reported - this includes reporting that they have received none within each reporting period.

I joined this project as it was re-stood up post a mothballed period due to policy delays. It was ready to go into public beta so needing iterating to pass GDS live assessment.

User insight led to iterations of the service landing page to ensure visibility of vital information that users were not aware of, which also led to uplift in CTA reporting metrics. We also iterated key steps in the payment reporting journey for improved clarity and to provide more detail within a step that was not in the previous print and post journey.
We also designed and user tested email notifications, landing page variations and key reporting steps to alert users to reporting deadlines and consequences.

The service passed both WCAG 2.2 and GDS live assessment in February 2024.