After focusing the challenge, we entered a 6 week discovery phase. By spending time with planners, policy makers, citizens and staff we started to unpick the complexity. We learnt that the system was fragmented, the questions on the application were difficult to navigate (and sometimes irrelevant) and the language was complex.
We responded by creating lo-fi wireframe prototypes which we tested with users. After some adjustments, we started prototyping in code, using the GOV.UK design system for simplicity, efficiency and familiarity.