Criminal Injuries Compensation Authority

Case study

The Criminal Injuries Compensation Authority (CICA) is an executive agency of the Ministry of Justice (MoJ). It administers the Criminal Injuries Compensation Scheme which provides compensation for victims of violent crime in England, Scotland and Wales.

Between 2017 and 2019, I was the lead assessor of the GOV.UK Service Standard and supported a digital team at CICA working in Alpha and Private Beta. I also worked with the senior leadership team at MoJ Digital to help build a culture of user-centred design at all levels of the organisation, identifying gaps in the delivery team and mentoring existing team members. I helped the CEO and executive team at CICA understand the value of design and agile, iterative development. Working closely with the digital service owner and the digital delivery team, I helped develop an MVP and a realistic product delivery roadmap.

I helped the digital delivery team improve the application form. I helped them focus on improving the way questions were asked, how many were asked, and the way they were asked. I also worked with both the delivery team and the CICA executive team to recognise why certain questions were unnecessary and intrusive. I helped coach the CEO and executive team to empathise with users and to recognise that in a lot of cases completing an application form and revisiting sensitive subject matter could be very traumatising for users.

I also supported the delivery team in exploring ways to get the information from other sources such as the police or the NHS. We also explored technological solutions to reduce data and increase the accuracy of data users provided.