The Project
Redesigned an internal survey tool used by public sector teams to collect, manage, and report on structured data. The original system was inflexible, hard to navigate, and prone to user errors, resulting in inconsistent data and poor adoption.
The redesigned platform focused on improving clarity, control, and auditability across every stage of the survey lifecycle, from creation to analysis. This work aimed to reduce administrative burden, support accessibility standards, and ensure more reliable data capture for service evaluation and decision-making.
Old design
The Problem
The original survey tool was rigid, difficult to use, and frequently caused data quality issues.
Users struggled with
Poor navigation and form logic, leading to incomplete or invalid responses
Limited flexibility for different question types or branching needs
Inconsistent formatting, making survey results hard to compare or audit
Accessibility issues that excluded some users and created compliance risks
These limitations led to frustration among staff, low confidence in the data collected, and increased reliance on manual workarounds.
The Solutions
A redesigned survey platform with improved logic, accessibility, and flexibility, purpose-built for public sector workflows.
Key improvements included:
Modular Survey Builder
Introduced a flexible drag-and-drop interface with support for multiple question types, conditional logic, and repeatable sections.Improved UX Structure & Navigation
Clear visual hierarchy, breadcrumb navigation, and guided progress indicators reduced confusion and dropout rates.WCAG-Compliant Design
Ensured all interfaces met accessibility standards, including keyboard navigation, proper labeling, and contrast compliance.Real-Time Validation & Input Feedback
Added inline validation and contextual help to prevent errors during data entry and submission.Configurable Output Formats
Enabled structured, consistent reporting formats aligned with public sector requirements for analysis and archiving.
Deliverables
Web App
UI Branding
Design system
Team
Technical Lead Developer
UI/UX Designer
Product Owner (PO)
Scrum Master
Tester
What We did
UI/UX Research
UI/UX Design
Client’s Goals
Modernise the internal survey tool to improve usability, data quality, and accessibility.
The client needed a platform that supported structured data collection, was easy for staff to use, and aligned with public sector standards.
Increase Completion and Data Accuracy
Reduce user errors and incomplete submissions through better form logic and real-time validation.
Support a Wider Range of Use Cases
Enable more flexible question types, branching logic, and repeatable sections to handle varied survey formats.
Improve Usability for All User Types
Ensure the tool works for both technical and non-technical users, including those with accessibility needs.
Reduce Support Overhead
Minimize the need for manual fixes, workarounds, or post-submission data cleaning by improving the system’s reliability and clarity.
Target Audience
Designed for public sector staff responsible for creating, distributing, and analysing structured surveys.
The tool needed to serve a range of internal users, from experienced analysts to frontline service managers, while ensuring accessibility and ease of use.
Primary Users
Service managers collecting operational data
Analysts designing performance or compliance surveys
Admin staff inputting structured case-level data
User Needs
A clear, intuitive interface for building and submitting surveys
Flexible logic and field types for varied data requirements
Confidence in data validity and output structure
Behavioral Patterns
Often multitasking or working under time constraints
Repeating similar survey types with small variations
Expecting predictable, low-friction user flows
Core Features
Flexible Survey Builder with Conditional Logic
Inline Validation and Input Feedback
Accessibility-Compliant Interface (WCAG)
Repeatable Sections and Grouped Fields
Structured Output for Reporting and Audit
Additional Features
Auto-Save and Draft Mode
Breadcrumb Navigation and Progress Indicators
Role-Based Access Controls
Customisable Help Text and Tooltips
Printable Survey View for Offline Review
Achievements
↑ Improved Data Quality and Completion Rates
Real-time validation and clearer structure led to more complete, accurate responses.
↑ Greater Accessibility and Inclusion
WCAG-compliant design enabled broader participation across teams with varying needs.
Positive Feedback from Internal Teams
Users reported higher confidence and satisfaction when using the new tool compared to the previous version.
↓ Reduction in Support Requests
Fewer usability issues and clearer guidance reduced the need for manual troubleshooting or admin intervention.
↑ Faster Survey Creation Time
Staff were able to build and launch new surveys more efficiently with reusable components and better logic tools.
Information Architecture
Organising information flow for intuitive and efficient user journeys.
User Interface (UI) Design
Project Management
We chose the Agile methodology for this inventory software development project because it supports iterative development and adapts easily to changing requirements. This approach allowed us to make frequent updates and continuously improve the project based on feedback.
Sprints
We divided the project into short development cycles (sprints) with frequent releases and updates that kept the project on track
Communication
We used teams and Jira for project management to organize tasks, track progress, and collaborate efficiently with maximum visibility.
Cross-functional Teams
Our developers, designers, and testers worked closely together to ensure seamless integration and high-quality outcomes.
User Feedback
We placed a strong emphasis on user feedback to drive iterative improvements.
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