Education
Education systems are among the most complex environments for digital service design — serving students, parents, teachers, administrators, and policymakers simultaneously. We work with education ministries, examination boards, and school systems to design services that work for everyone who depends on them.
School admissions service design
Redesigning admissions processes for education ministries — from digital application forms to placement decision systems — to reduce friction, improve transparency, and serve all families equitably.
Examination & assessment platforms
User research and service design for examination registration, results, and certification services — including Caribbean regional bodies (CXC, CAPE) and national assessment programmes.
Teacher & staff-facing digital services
Designing internal tools for school administrators and teaching staff — attendance systems, performance management, curriculum planning — that reduce administrative burden and support professional practice.
Student information systems
UCD for student-facing portals, learning management systems, and digital identity services — ensuring accessibility, inclusion, and usability for learners across all abilities and contexts.
Education ministry digital transformation
Strategic service design support for ministries of education undertaking broader digital transformation programmes — from discovery through to live service, following the GDS service standard.
Taxation
Tax administration demands exceptional clarity: taxpayers must understand their obligations, complete their returns accurately, and trust the systems they interact with. We bring direct HMRC digital service design experience alongside specialist tax advisory knowledge — a rare combination in UCD practice.
Taxpayer-facing service design
User research and service design for self-assessment, business tax registration, VAT, customs, and other taxpayer-facing services — reducing error rates, increasing compliance, and improving citizen confidence in tax systems.
Tax authority digital transformation
Supporting revenue authorities in CARICOM nations and beyond to digitise tax administration — from e-filing platforms to compliance management systems — using GDS-standard service design methodology.
Internal revenue authority tooling
UCD for caseworker and compliance officer tools — ensuring that the people who administer tax systems can work efficiently, accurately, and with confidence in their digital environment.
Content design for tax guidance
Plain language content design for tax legislation, guidance, and forms — making complex statutory obligations understandable to ordinary taxpayers without legal expertise.
Healthcare
Health services require user-centred design that is not just usable but life-sensitive — accessible to patients in distress, operable by clinicians under time pressure, and trustworthy to the public. We bring rigorous UCD methodology to health service digital transformation across the Caribbean and internationally.
Patient-facing digital services
User research and service design for appointment booking, prescription management, health records access, and patient communication services — inclusive for all patients regardless of digital confidence.
Health ministry digital programmes
Strategic service design support for ministries of health — from national health information systems to disease surveillance platforms — following best-practice GDS methodology.
Clinician & staff tools
UCD for clinical information systems, electronic patient records, referral management, and other practitioner-facing digital tools — reducing cognitive load and supporting safe, effective care.
Accessibility in health services
Specialist accessibility assessment and inclusive design for health digital services — ensuring WCAG 2.1 AA compliance and equitable access for patients with disabilities or additional needs.
Digital Identity & Civil Registration
Digital identity is the foundation that other digital services depend on. Caribbean governments are issuing national e-ID cards, building digital credential platforms, and exploring identity that works across agencies and borders. Whether it succeeds depends on whether people can enrol, prove who they are, and use their identity without being excluded — a design problem as much as a technical one.
Enrolment & issuance journeys
User research and service design for national ID enrolment, issuance, and renewal — including assisted routes for people without documents, connectivity, or digital confidence.
Civil registration services
Service design for births, deaths, and marriage registration — for citizens, registry staff, and the agencies that rely on civil records, as registries and digital ID programmes are brought together.
Digital credentials & wallets
Designing the citizen experience of digital wallets and verifiable credentials, and the verification journeys for the banks, schools, clinics, and agencies that rely on them.
Trust, consent & interoperable identity
Research and design for services that use identity across agencies and borders — making consent, privacy, and recourse clear to the people whose data is being used.
Immigration & Border Services
Immigration and border services are among the most consequential citizen-facing digital journeys — with high stakes, complex multi-party processes, and diverse users including non-native English speakers and people under significant personal stress. The Caribbean's active Citizenship by Investment programmes, CARICOM free movement agenda, and e-passport rollouts make this a rapidly growing area of digital investment that urgently needs UCD expertise.
Visa & permit application service design
User research and service design for visa, work permit, and residency application services — simplifying complex multi-stage processes and reducing rejection rates caused by confusing guidance.
Citizenship by Investment (CBI) digital services
UCD for CBI application portals and supporting services — designed to meet the expectations of high-net-worth international applicants while satisfying the due diligence requirements of the new ECCIRA regulatory framework.
e-Passport & border identity services
Service design for e-passport application, renewal, and enrolment services — and for the traveller-facing journeys that rely on national digital identity.
Border agency internal tools
UCD for officer-facing border management systems, arrival and departure processing tools, and immigration caseworker applications — designed to support accurate, efficient decision-making under operational pressure.
Customs & Trade
IDB-funded customs modernisation programmes are active across CARICOM, creating significant demand for UCD expertise in import/export digital services, trade portals, and customs authority internal tools. Caribbean customs services serve a diverse mix of traders, importers, and small businesses — many of whom are not digitally sophisticated and need services designed with them, not at them.
Trader & importer-facing portals
User research and service design for customs declaration, duty payment, and trader registration services — reducing errors, accelerating clearance, and making compliance straightforward for businesses of all sizes.
Customs authority digital transformation
Strategic UCD support for customs authority modernisation programmes — from discovery through to design and delivery of new digital services that replace paper-based processes.
Internal customs officer tools
UCD for the case management, risk assessment, and enforcement tools used by customs officers — ensuring that internal systems support effective, consistent decision-making.
Trade facilitation & single window design
Service design for single window trade facilitation systems — ensuring that the interfaces through which businesses interact with multiple government agencies are coherent, consistent, and usable.
AI-enabled public services
AI is not a separate sector — it is increasingly part of education, tax, health, identity, and border services. We offer it as a service in its own right so that AI-enabled services are designed, tested, and governed with the people who use them, and we apply it inside every sector above. Our focus is the user-centred design, testing, and governance of AI-enabled services.
AI readiness review for services
Mapping where AI could help — or harm — in an existing service, and assessing data, skills, and risks before anything is commissioned.
Citizen-facing AI service design
Research, conversation design, and testing for chatbots, virtual assistants, and guided services — checked for accuracy, accessibility, and a clear route to a human when it matters.
Staff-facing AI tools
Designing caseworker and officer tools that use AI for document handling and decision support, with human oversight built into the workflow rather than added afterwards.
Human-centred AI governance
Plain-language transparency, consent, and safeguards for AI-enabled services, supporting policy teams as national AI strategies and regulation develop.
AI literacy for public servants
Training and embedded coaching so that ministry teams can specify, assess, and challenge AI-enabled services with confidence.
How AI shows up across our sectors
- Education Guidance assistants for admissions, exam, and results queries
- Taxation Taxpayer guidance that reduces avoidable contact-centre demand
- Healthcare Patient information tools, with clinical safeguards
- Digital identity Enrolment help and safer verification support
- Social protection Eligibility-checking assistants for people with low digital confidence
- Immigration & borders Application guidance that reduces avoidable rejections
- Customs & trade Support for traders completing declarations
Applied across every sector
Across every sector we work in, Arallium provides a full suite of user-centred design capabilities — always grounded in GDS standards and adapted to Caribbean public sector contexts.
User Research & Discovery
Interviews, surveys, usability testing, and ethnographic studies to understand citizen needs and pain points across diverse user groups.
Service Design & Mapping
End-to-end service design mapping user journeys, identifying improvement opportunities, and creating seamless multi-touchpoint experiences.
Accessibility & Inclusion
WCAG 2.1 AA compliance assessment, inclusive design workshops, and accessibility auditing ensuring services work for users with diverse needs.
Prototyping & Design Systems
Rapid prototyping and design system development, including GOV.UK Design System adaptation and custom pattern creation for government organisations.
GDS Assessment Support
Preparation and support for GDS service assessments — Alpha, Beta, and Live readiness — for UK and international government organisations.
Training & Capability Building
Comprehensive training in user-centred design, agile delivery, and government design standards for public sector teams — including embedded capability transfer.
Digital Transformation Strategy
Strategic consulting helping organisations adopt user-centred approaches, establish design standards, and build sustainable internal UCD capability.
Content Design & Information Architecture
Plain English content design and information architecture optimisation making complex government information accessible to all users.
Design System Creation & Implementation
Ground-up design system development for governments without existing frameworks — component libraries, design tokens, accessibility guidelines, and documentation.
Ready to transform your service?
We begin every project with a thorough Discovery phase to understand your users and their needs.
Social Protection
Benefits, conditional cash transfers, and welfare services are among the highest-stakes citizen-facing digital journeys in the Caribbean public sector — and among those most frequently designed without the people who depend on them in mind. We bring user-centred design rigour to social protection services that must be accessible, dignified, and clear to often vulnerable citizens.
Benefits & welfare service design
User research and service design for benefit application, assessment, and payment services — reducing error, improving completion rates, and designing journeys that treat citizens with dignity.
Conditional cash transfer (CCT) programmes
UCD for CARICOM CCT digital services — from application and eligibility checking through to payment notifications and compliance reporting. Designed for citizens with low digital literacy and intermittent connectivity.
Social ministry internal tools
Case management systems, officer-facing tools, and cross-agency data sharing services — designed so that social workers can spend more time supporting families and less time navigating systems.
Accessibility & inclusion in social services
Social protection services must work for citizens who are elderly, disabled, or have very low digital confidence. We specialise in inclusive design that serves users that most digital services leave behind.