PSI and UK Home Office – Using journey mapping to uphold test integrity and improve the test taker experience

“With test taker journey mapping and partnership working we are building on contractual requirements and striving for continuous improvement. The workshops provided valuable insights into how, through working with PSI, there are opportunities to maintain the integrity of the test while enhancing the test taker experience.“

Martin Morton Contracts Manager, UK Home Office

Kicking off the project in late 2021, the first step was to map the test taker journey in a huge level of detail. Including every scroll, every click, navigation between pages and how test takers find important pieces of information. The team used a diagram to visualize the journey, detailing all the actions a test taker might take at every stage of the process. The final map included five stages of the test taker journey – including test booking.

Collaborative workshops

In a series of collaborative online workshops, the team examined the test taker journey map in detail. Starting with the question: Who are our test takers?

These workshops involved a broad range of stakeholders from the Home Office and PSI. From customer success, experience and insight teams to helpline staff and test developers. Anyone and everyone who has an impact on the LitUK test was involved in the process.

Key considerations for workshop participants were the importance of empathy and detail at every step. When it came to accessibility and accommodations, the team drew on viewpoints outside their own experience. Where possible, individuals or teams whose work focuses on a particular cohort of test takers were involved in the workshop to add their specific viewpoints and insights.

Solution and outcomes?

To learn more about the outcomes of the workshops and key takeaways, read the full case-study.