Developing a new passport application system with users

Published 09 Jun 2021 3 minute read

Her Majesty’s Passport Office needed to test and develop a major new online passport application system with potential users following a significant investment that included both physical and digital communications systems.

The challenge

Prototypes and early developments needed to be tested with real people from all walks of life, and all ages, but done in a private and secure way to ensure confidentiality. The end-to-end experience of users of the new system lasted 6 weeks, and included digital and physical communications as well as a major new online application system.

Our approach

We recruited participants using a web intercept that invited people visiting HMPO’s website who were about to renew their passport. Once onboard, participants of all ages were invited to trial the new system (without any financial incentives) and capture their experience using Further’s online research platform. Where they experienced difficulties, participants were asked to take screenshots and web recordings of the events and share and discuss them online with our moderators.

Results

Despite concerns around how many participants could be recruited, we successfully onboarded over 100 people to trial the portal and over an 8-week period rapidly trialled and iterated the system to arrive at a smooth user experience that delighted both the client and future users of the new system. Insights and learnings were fed back to the design and build team who worked at-speed to make insightful changes to the technology.

The new online passport application system was launched to much applaud later that year.

Discover our platform and services

Platform-only

The insight platform for online qual, research communities, digital diaries, ethnography and more.

Services & Support

A range of expert research services and resources to help you deliver your projects with ease, speed and reach.

Insight

Human insight with impact; leveraging our academic and industry experts to uncover insight, create impact and make confident decisions.

Palmolive Colgate
Colgate-Palmolive

The engagement with the online community in China has been phenomenal. Our online activities and a product trial have been executed flawlessly.

We helped Colgate Palmolive better understand people’s experience of using skincare products in Asian markets

Read the case study
FTH001_Mother_2_children_tablet
UNICEF-Logo

Working with Further was a refreshing and eye-opening experience…...the qualityof their output which was excellent.

We helped Unicef generate insights to support the development of a mass market, sustainable fundraising product.

Read the case study
Zwift image
Zwift-logo

Strategically, Further’s insights provided clear and directional answers that will guide us through our next phase of growth

We helped Zwift understand users and non-users needs and wants so they could prioritise their innovation pipeline

Goodwinsimon
Goodwin-simon

We frequently work with Further to explore our target audiences’ mindset on a wide range of complex (and often controversial) social and political issues.”

We help opinion research consultancy Goodwin Simon understand the attitudes and pinions of the US public faster and better than they previously did.

Linkedin image
Linkedin

With Further’s support, we developed a deep understanding of employees’ needs in order to create more effective and compelling L&D solutions

We helped LinkedIn engage with their employees to discover, create, evolve and iterate new Learning and Development solutions.

Read the case study
Keyhouse
Keyhouse

Further pushed us to clarify our assumptions and to think harder about how to communicate the value of our products and services.

We helped Keyhouse enter a new market and understand what target users of their case management software needed and how to position their offer

Read the case study

What next?

Browse our site, download our resources, request a demo of our platform or speak to one of our experts

See our work
Request a demo
Book consultation