Change provider - registration status
Update
This work is currently on hold, as of June 2023.
It could be prioritised in the future if the number of support requests increase or if the service changes to require this e.g. if NPQ funded places are restricted by number and there is an increased need to change provider.
We did a further investigation into the extent of this problem. Looking at all registrations in a 2 month period:
- 10.4% of registrations are full dupes (no changed details)
- 4.8% of registrations have any detail except course or email changed
- 8.8% just have a different course or provider, or both
- 4.6% just have a different course
- 3.7% just have a different provider
- 0.7% just change work details
*percentages cannot be added together, because some registrations will appear in more than one of the queries.
We believe we can assume these are duplicates and mainly due to not being able to change details after registration is completed.
Problem statement
Users who want to change their provider need to submit a new registration or raise a ticket with support. This increases the work of support agents and takes more time from the user.
Design
We have designed a journey so the user can self-serve when they need to change their provider. The journey below shows the process the user needs to follow to make the changes.
The screens are the same screens they go through in the registration process.
The list of providers the user sees depends on the NPQ they have chosen, as it currently is in the registration journey.
Once they’ve made all the changes, they can amend the provider in the check and confirm page (see screenshot).
Finally, once they complete the changes they can go back to the registration status page using the link on the confirmation page (see screenshot “Confirmation page”).
User journey
Check and confirm
Confirmation
