What Users Need
Unifying identity, onboarding and access across MOD services.
Transforming military onboarding into a unified digital service
The problem
Fragmented onboarding processes
Military onboarding relied on disconnected manual processes across multiple MOD organisations, creating duplication, delays and inconsistent user experiences.
Identity and access risks
Inconsistent onboarding data regularly created duplicate identities, unclear ownership and poor visibility of access permissions.
Operational complexity
Different onboarding routes across military, contractor and non-MOD users lacked standardisation, increasing manual effort across onboarding and security teams.
Key insight
The challenge was not simply digitising forms.
Research identified the need for a unified onboarding service that could simplify identity management, improve accountability and support multiple onboarding journeys across the MOD.
Client
The Ministry of Defence programme focused on transforming onboarding and identity management across military, contractor and non-MOD services.
The work involved collaboration across security, vetting, commercial and operational teams spanning multiple MOD organisations.
My role across the programme
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Led UCD strategy across onboarding transformation
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Conducted user research and usability testing
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Mapped complex onboarding journeys
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Designed onboarding workflows and interaction patterns
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Developed persona-led onboarding experiences
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Facilitated iterative testing and design improvements
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Supported accessibility and governance requirements
Validated a unified onboarding model that simplified identity management, improved governance and reduced onboarding friction across MOD services.
Outcome
FROM FRAGMENTED ONBOARDING
TO A UNIFIED DIGITAL SERVICE
STAKEHOLDER WORKSHOPS
PROCESS MAPPING
PERSONA DEVELOPMENT
FROM DISCOVERY TO OPERATIONAL READINESS
Delivered a unified identity and onboarding experience that reduced fragmentation across defence services while improving governance, operational readiness and user confidence.
