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Damien Hatton

Damien Hatton

Service Design Leader at Awdurdod Cyllid Cymru | Welsh Revenue Authority, based in Penarth, Wales.

Sep 17, 2026

speaker_7UNKNOWN
10:03
was quite a challenge for us.
10:07
And so one of the earliest designs that we did around capturing this data against an accommodation type, if you like, was let's just capture it all on one page.
10:20
What's your type of accommodation? How many people can fit in there? How often is it available? And what are the names of the units that make that up? This tested terribly because we had all kinds of people that looked at these questions and they just didn't make sense.
10:40
Are any named rooms in the home or room named? It was kind of really difficult for us to present this information consistently to all the different types of accommodation that we need to capture data on.
10:55
and so on the on the back of that testing we went back to the drawing board and we thought about the way the language that the people speak about their own accommodation and so there's a lot of user research that catherine's um you know the driving force behind that helped us to understand the language people use to describe their accommodation and what we did was we were able to think about that in a more dynamic way.
11:26
And there's a really, really good saying around the government digital service, which is do the hard work to make it simple.
11:34
We'd gone the opposite direction with the original design and done the simple thing to build, but actually what we needed to do, and I don't expect you to be able to read all this, But think about the different conditional logic and variable content that we needed to do to make sure that when people were asked a question, it made sense in their particular context.

9 MINS LATER

AndyUNKNOWN
21:18
I just kind of interested like what went into that two years and how much quicker could it have been if everything happened in the way you would have wanted it to?

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