The opportunity
A public service should make the next step obvious. Use plain language, clear eligibility rules and visible progress. Ask only for information required to complete the task and explain why sensitive details are needed.
How to approach it
Build for mobile screens, keyboard access and readable contrast. Label every field and write errors that explain how to fix a problem. Save progress when possible so interruptions do not force a restart.
What to measure next
Trust grows when users receive a reference number, realistic timing and a way to check status. Observe real people using the service, including people with accessibility needs, then improve the next release.
Further reading: Official source and guidance.