Client
HM Revenue and Customs
Domain
Global Trade
Personalising the UK's Online Trade Tariff for every trader
The challenge they faced
The rules and requirements for importing and exporting goods to and from the UK are regularly updated, which means traders need to stay informed about the latest customs procedures and compliance obligations.
Historically, the OTT served as a static content-rich reference tool. Although thorough, it required users to regularly search for and interpret updates to trade rules to stay compliant and agile in their business operations.
MyOTT was designed to address this directly by putting the user at the centre of the experience with personalised watch lists. This allows users to track the specific commodity codes relevant to their business and receive proactive alerts via GOV.UK when changes occur. This removes the need to manually review large volumes of data, reducing time spent on monitoring to near zero and significantly lowering the risk of error.
How we helped
- We put users at the heart of the service by co-designing with traders and iteratively improving through user feedback. We wanted to ensure the service would work for a wide range of users; from SMEs with limited customs expertise to experienced compliance professionals.
- We created a service accessible across devices that integrates seamlessly into existing workflows, including onboarding and compliance processes.
- To ease cognitive load, we created subscriptions to news updates, and data updates that are specific to what traders require for their business.
- Through Agile methodology and user-centered design, we discovered an emergent need; traders wanted to confirm the status of the codes they were putting on their watch list. Through feedback cycles, we were able to account for validation – active, expired, not recognised – of the codes.
- It also allowed users to download data on changes, ready to be automated or forwarded to other actors in their supply chains for optimal transparency and a smoother journey.
The difference it made
- Significant reduction in manual processing: users no longer need to manually monitor tariff changes, saving hours of effort and eliminating repetitive tasks.
- Improved accuracy and reduced risk: the system identifies relevant changes at a system level, reducing the likelihood of costly compliance errors.
- Strong early adoption: with 1000+ subscriptions, and counting, shortly after launch, demonstrating clear demand and user value.
- Fully integrated within GOV.UK: leveraging secure, trusted infrastructure while delivering a personalised experience tailored to individual users.
- Accessibility and inclusivity at the core: the service works across user types, devices, and levels of expertise—supporting small businesses, agents, and large organisations alike.
Rather than us doing the work the system does the work for us, and we can share that information a lot quicker with our suppliers. It’s going to make my life easier. Now, I don't have to trawl through the tariff. It will reduce effort, reduce time, remove doubt.