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Case Study: GOV.UK Step by Step Journeys

How to make government invisible through collaborative service design

A stand out example in service design at D&AD Awards, the GOV.UK Step by Step Journeys project is a best-in-class example of how to run major user experience projects.

The brief

Whether you need to learn to drive, start a business, or announce that you’ve found buried treasure, there’s likely to be a host of complex government tasks to complete.

A team at the UK Government’s Digital Service (GDS) wanted to bring simplicity to these processes, and so embarked on a project called Step by Step Journeys. The outcome would be to create a single process for previously multifarious actions.

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