Central Operations Platform Product Page

Central Operations Platform (COP) | Product Page Redesign

Redefining the Entry Experience for Border Force Users

Project Overview

A comprehensive redesign of the Central Operations Platform's entry experience, focusing on improving discoverability, onboarding, and user trust while aligning with GOV.UK design standards.

Role

UX Designer

Timeline

March 2020

Team

Product Manager, Designer, Developer, Solutions Architect, Content Designer, User Researcher, and Product Owner

Focus

Service Design, Journey Mapping, Heuristic Evaluation, GOV.UK Standards

Challenge

The Central Operations Platform (COP) is a critical tool used by Border Force staff to capture and manage operational data. However, users were initially directed to a bare sign-in page that lacked context, help resources, or a clear understanding of COP's purpose.

Key Issues:

  • No support or onboarding content
  • Poor visibility from the corporate intranet (Horizon)
  • Confusing entry journey for new users
  • Limited awareness of COP's full capabilities

Objective

Design a new product page and improve access journeys to:

  • Support first-time and repeat users effectively
  • Make COP's value clear from the first click
  • Improve discoverability via internal systems like Horizon
  • Align with GOV.UK usability standards

Approach

We audited seven core entry points to COP, mapped their journeys, and defined which should land on a product page versus a sign-in screen.

Key Scenarios:

  • Desktop shortcut → Product Page
  • Mobile home screen → Sign-In Page
  • Poster campaign link → Product Page
  • Email notification from Man Dec → Sign-In Page
  • Horizon search → Currently broken, needs fixing

Product Page Design

The redesigned product page acts as both a gateway and a guidance tool. It introduces COP's services, encourages sign-in, and provides access to help content.

Key Features:

  • GOV.UK-styled visual language
  • Clear call-to-action: "Sign in to COP"
  • Overview of platform features
  • Onboarding resources and FAQs
  • Live stats: 6,652 users · 7,500+ daily visits
Proposed Product Page

The redesigned product page showing GOV.UK styling and key features.

Journey Mapping Outcomes

Scenario Recommended Landing
First-time user via Horizon search Product Page
Repeat user via mobile home screen Sign-In Page
Poster campaign or internal briefing Product Page
Email trigger from a COP service Sign-In Page
Bookmarked browser link Depends on the URL

Heuristic Review Insights

  • Critical: Horizon search surfaced a Word doc instead of a live COP link
  • Serious: Sign-in page offered no support or onboarding
  • Positive: Users trusted the product page and found it helpful during testing

Recommendations:

  • Fix Horizon search with direct COP links
  • Use the product page for all browsing-style entry points
  • Add help and onboarding directly within COP post sign-in

Impact

  • Launched redesigned COP product page
  • Entry points validated by user testing
  • Clearer onboarding and support structure introduced
  • Improved discoverability and user trust
  • Strengthened alignment with GOV.UK design standards

Project Conclusion

This redesign enhanced the way Border Force staff engage with COP—turning disconnected journeys into a structured, user-focused experience. It set a strong foundation for further onboarding flows and in-app help content within the platform itself.

Interested in more case studies or want to discuss a project? Get in touch.