Dart Charge Platform Redesign: Transforming Public Sector Digital Services

Project Overview

I was brought in specifically to lead the interaction design of the 'Resolve PCN' (Penalty Charge Notice) section of Dart Charge, the digital platform for the UK's busiest estuarial crossing. The overarching goal was to help the service pass its Alpha assessment—an objective it had consistently failed to achieve over the previous seven years.

Challenge

• Service had failed Alpha assessment for 7 years
• Needed to redesign the 'Resolve PCN' section for usability and compliance
• Required to demonstrate best-in-class use of GDS design and prototyping kit

Objective

• Pass the Alpha assessment for the first time in 7 years
• Enhance user experience and accessibility for the public sector
• Expand project scope and business value

Approach

• Led a comprehensive redesign process for the 'Resolve PCN' section
• Utilised the GDS prototyping kit for rapid prototyping and usability testing
• Worked closely with service designers, user researchers, and content designers
• Maintained strict adherence to GDS guidelines and public sector standards
• Engaged stakeholders regularly for alignment and buy-in
• Expanded responsibilities to include 'One-Off Payment' and 'My Account' sections

Impact

• Achieved a landmark result by breaking a longstanding cycle of assessment failures
• Significantly boosted confidence in the Dart Charge service among stakeholders and end-users
• Improved user satisfaction through rigorous prototyping and iterative testing
• Delivered a more intuitive and accessible digital service

Skills Demonstrated

• Public Sector Expertise
• Service Design
• Interaction Design
• Prototyping and Usability Testing
• Stakeholder Engagement
• Government Digital Service (GDS) standards compliance

Conclusion

This redesign initiative demonstrated how focused, standards-driven digital transformation can unlock significant improvements in public sector service delivery.