In December of last year I took up the opportunity to become Product Manager for the development of Land Registry’s new digital casework system. For me, starting this role meant a steep learning curve, a whole new vocabulary, and working with a new team of people in an unfamiliar environment.
Eight months later and the team are currently in alpha stage. We’re aiming to prove that we can deal with some of the technological challenges that we face. At the same time, we’re developing our understanding of users’ needs. We’ve carried out user testing at many offices, and this has given us some good insights into what does and doesn’t work.
The principles of user centred design are important to the success of this work. I’ve very much enjoyed getting a better understanding of how our caseworker users interact with the prototypes we put in front of them. It’s also been great working with a team of people who are keen to produce the best possible user experience.
Caseworkers currently need to do a significant amount of cross-checking when processing cases. Digital mortgage give us an opportunity to completely redesign the casework system. This technology can then be used to accurately carry out these checks. This will allow them to focus on the core tasks that come out of the application. Our goal is to see caseworkers work through a case quickly and easily.
We’re currently working on a system that will have just the core functions needed for processing a basic digital mortgage application. Over time, the casework system will need to evolve to handle more complex types of application. This will present many challenges, but also many opportunities to improve how we process our customers’ work. I’m particularly keen to ensure that we make the most of these opportunities as we move forward.