Deputyship: Multi-Client Reporting
Supervision Lay Deputies are able to be a deputy for more than one person, or client, who has lost their mental capacity for both property and affairs and health and welfare orders.
2024 - Present
UX
UI
Research
Multiple accounts. Multiple logins.
Deputies couldn't support multiple clients from a single account, so they'd have to sign up with two separate email addresses to access the two separate accounts.
This meant that…
1️⃣ Deputies are required to remember different login details for each account they register and ensure they are in the right account for the client they need to report on
2️⃣ The first Deputy that signs up to the system can do so online, but the 2nd Deputy has to sign up via the paper route
3️⃣ Each Client could have different reporting periods, which may be challenging to keep on top of
Value roadmap
⏱️
Quicker speed and more convenience for Deputies, reducing cognitive load
🫂
Deputies can manage multiple cases in one place
Few gaps in my knowledge…
How would our system look with this increased capacity for the Deputy?
How do we simplify the account management for Deputies handling multiple clients?
How do we help Deputies keep on track with the progress of each Deputy’s report?
For co-Deputies, what freedoms do we offer them on the dashboard/client overview screen?
Research aims
Test and evaluate assumptions using prototype designs which will allow the deputies to login to one account and see all of their clients rather than using separate accounts for each.
I didn't see this coming, but it helped
Deputies are having to create new email accounts so they can register an online account for each of their clients.
Turning point came from Deputies consistently showing confusion around what report statuses mean e.g. current and incomplete often interpreted as being when you have a report you are working on but haven’t finished.
Preferred ‘manage’ rather than ‘continue’ as the content for the call to action button.
This reshaped our User needs
Deputies are having to create new email accounts so they can register an online account for each of their clients.
Turning point came from Deputies consistently showing confusion around what report statuses mean e.g. current and incomplete often interpreted as being when you have a report you are working on but haven’t finished.
Focus areas
As there is an even split regarding the design options preference among the users, determine which design option most aligns with the Gov patterns and the longer term design changes and flow of the service going forward.
From a Developers perspective, we aimed to create a many to many relationship between 'named_deputy' and clients using a reference table.
Generally found and understood that the ‘Choose client’ breadcrumb would get them back to the first page to choose which client they want to manage reports for
Impact
In agreement with the Deputies managing multiple cases.
Developers were able to lay the foundation to be able to transfer our knowledge into the existing Deputy-Client relationships, namely Dual reports.
