Where?
https://work-in-gov.herokuapp.com/v2/pre-interview

Move:
Move the following text above the green continue button:

If you don't have a UK passport or driving license
you still need to sign up for an identity account using GOV.UK Verify and sign in at your interview, but you'll also need to bring Photo ID with you.

Types of photo ID

Add:
Call to action if the person cannot use Verify. This should direct them to the new page created in issue 35.

Why?
ID Checkers need clear expectations what code to expect to avoid potential errors.

Where?
Both on the guidance screen or the place where they have to input the applicants code.

Add
Duplicate - https://work-in-gov.herokuapp.com/v2/pre-interview/verified
Name page - /v2/pre-interview/unverified

Change text from:

What you'll need at your interview

Bring your code with you to your interview.

You'll also have your photo taken. The photo will be automatically checked against the photo of you held on file by Her Majesty's Passport Office (HMPO).

You don't need to bring your passport to your interview.

You might also need other things for your interview that your hiring manager will tell you about.

Change text to:

What you'll need to bring to your interview

Your code 759367
1 x Valid form of ID
1 x Proof of address

(Drop down, hidden text) Valid forms of ID

• British Passport, Current EEA or Swiss Passport, Passport from country of nationality (including visa vignette if you do not have a biometiric residence permit)
• Full UK Birth or Adoption Certificate. The certificate must include the name(s) of at least one of your parents or adoptive parents
• Certificates of Registration or Naturalisation as a British Citizen
• Registration Certificate or Document Certifying Permanent Residence issued by Home Office
• Current photo card driving licence. Full or provisional. UK, Isle of Man, Channel Islands and EU only
• EU National Identity Card
• HM Forces Identity Card

(Drop down, hidden text) Types of proof of address

• recent gas, electricity or water utility bill
• local authority tax bill valid for the current year
• current UK photo-card or old-style driving licence (if not already presented as a personal ID document)
• bank, building society or credit union statement or passbook containing current address
• 2 most recent mortgage statement from a recognised lender
• current local council rent card or tenancy agreement
• current benefit book or card or original notification letter from Department of Work and Pensions (DWP) confirming the rights to benefit
• confirmation from an electoral register search that a person of that name lives at the claimed address

The date on these documents should be within the last six months unless otherwise stated. If you were not living in the UK in the last six months, bring documents sent to your non-UK address.

You might also need other things for your interview that your hiring manager will tell you about.

Where?
https://work-in-gov.herokuapp.com/v2/pre-interview/3rd-cycle-matching

1)
Add the question “Do you have a UK passport?”
If yes - then the box appears to input number and the explanatory text below it.
If no - then should allow candidate to progress to next page

2)
Remove the “I don’t have a UK passport link”

3)
Move text:
Above text input.

Change from:
If you have a UK passport, we'll take a photo of you at your interview and automatically check it against your passport photo.

Change to:
By entering your passport details below, you are giving permission to access your details with her Majesty’s Passport Office (HM Passport Office). We will take a photo of you on the day of your interview and compare it with these details to confirm your identity.

The photo will not be stored and will be deleted as soon as the comparison is completed.

Where?
https://work-in-gov.herokuapp.com/v2/pre-interview/verified

Change text from:
You'll also have your photo taken. The photo will be automatically checked against the photo of you held on file by Her Majesty's Passport Office (HMPO).

To:
You'll also have your photo taken. This photo will be used to complete an automatic comparison against your official passport photo. The photo will not be stored and will be deleted as soon as the check is complete.

Where?
Guidance Screen

Step 1: The person being checked generates a code
Before you check someone's identity, they will need to generate a unique identity code using GOV.UK Verify.

When recruiting new employees, a link to generate this code will be sent with their offer to interview.

Why?
Poor copy, No understanding or ability what the verify journey looks like.

Who?
Reed Consultant Responsible for ID Checking

What?
Participants lost chain of thought while verifying themselves online (Mental Model)

Why?
Messaging is inconsistent about what is happening throughout journey. At the start the applicant is asked to do an identity check while later it says complete security clearance.

Impact on experience

1. Breaks mental model resulting in confusion
2. Increase in drop off on journey

What?
ID Checkers weren't clear if the ID Check was done immediately or during a batch process later.

Why?
No clear communication of identity check status during process.

Impact on experience
ID Checkers might less confidence in the check either resulting in them not adopting it or repeating the process multiple times.

Frequency (P1, P2, P5, P7)
P1 - Not enough information around reasons for photo being taken
P2 - Why ask webcam if on screen I can upload photo
P5 - No explanation of photo being taken
P7 - Why is the photo being taken. What will it be used for?

What
ID Checkers are not clear what happens if the applicant doesn't have a code on the day of the interview

Why?
Poor guidance on education screens. ID Checkers also missed out on the secondary call to action on service code input page.

Impact on experience
ID Checkers not able to complete identity check on applicant

What?
Applicants not clear what 'well before interview constitutes

Why?
Copy is vague. Suggest we be more specific.

Where?
Email that is sent out to applicants

Why?

• Accessibility issues
• Technological constraints
• Usability issues scanning biometrics and documents

Where is it happening?

What this happening?

Why is it happening?

When a user proves their identity using Verify and has a automatic photo check, there is no need for manual document checking in the main journey.

Why?
On the guidance page it's presented as step 4 but an additional step. ID checkers didn't make the link between the additional step only applying

Where?
ID Checker Guidance Page

Where?
Guidance Screen

Why?
ID Checkers want the ability to preview the applicants verify journey so they understand the process in case an applicant encounters any difficult. This will also help them understand the process.

ID Checkers also want the ability to preview and test the ID Checking Process before using it for the first time.

Where?
ID Checkers we spoke to felt uncomfortable taking a photo of an applicant.

They said that taking a photo felt intimate and might make applicants feel nervous about the use of their data.

Two suggestions kept coming up from ID Checkers about how this could be less uncomfortable. Ask applicants to take their own photo or capture the photo in a more formal way similar to a passport photo.

"The meeting with applicants can be awkward and this would add to it."

Where?
https://work-in-gov.herokuapp.com/v2/pre-interview/3rd-cycle-matching

1)
Add the question “Do you have a UK passport?”
If yes - then the box appears to input number and the explanatory text below it.
If no - then should allow candidate to progress to next page

2)
Remove the “I don’t have a UK passport link”

3)
Move text:
Above text input.

Change from:
If you have a UK passport, we'll take a photo of you at your interview and automatically check it against your passport photo.

Change to:
By entering your passport details below, you are giving permission to access your details with her Majesty’s Passport Office (HM Passport Office). We will take a photo of you on the day of your interview and compare it with these details to confirm your identity.

The photo will not be stored and will be deleted as soon as the comparison is completed.

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P2 - No idea why you wanted photo
P1 - Didn’t like the photo aspect
P7 - Bit confused about my second photo
P5 - “I’ve already taken a photo”
P2 - Not clear why I have to take two photos
P5 - Liked to have been told that will take other image
P3 - Not a fan of taking the second phto. Hiring manager won’t like - How do we know if good enough
P2 - Feels like you’ve lost the photo - 2nd request
P2 - Already sent you a picture - unclear why I’m being asked to do this again - if you didn’t think I was right

Frequency (P1, P2, P5, P7)

P1 - Thinks verify involves physical visit to office
P2 - Don’t know how it’ll work but it’s me
P2 - Do you have a photo? Is confusing where it is
P5 - Not clear what participant needs to do
P5 - Not enough guidance on email what a verify account looks like
P7 - If at home will I use a scanner or a printer

What happened as a result?
People didn't understand that they had to login but gave their email regardless.

What is the consequences?
Less confidence in the system but didn't drop out as a result.

Potential Solutions
Copy explaining why they are required to login or put them in a logged in state from the start.

Add:
Page asking the following.

Title: Which of the following do you have?

Checkbox: UK passport
Checkbox: UK Driving Licence
Checkbox: Biometric Residence Permit
Checkbox: None of the above.

Primary CTA: Continue
Once selected CTA button should take them to https://work-in-gov.herokuapp.com/v2/pre-interview/3rd-cycle-matching

Where?
https://work-in-gov.herokuapp.com/v2/pre-interview/3rd-cycle-matching

Remove the following text:

We've received your name, address and date of birth from GOV.UK Verify.

Suggest changing title also.