Rebuilding trust in government digital services after online scams
By
Rachel Malic - Content Designer, HMRC
Summary
Rachel Malic, a content designer at HMRC, discusses the challenge of designing government digital services for users who have lost trust due to increasingly convincing online scams. She explains how scammers operate like designers—iterating based on what works—and impersonate government services such as tax refund offers. The article explores how to rebuild user trust in public services by understanding the impact of scams on user behavior and designing with empathy, transparency, and security in mind.
Source
SidebarRebuilding trust in government digital services after online scamsdesignnotes.blog.gov.ukKey quotes
· 3 pulledWhen people trust something, it makes them feel safe. But how do you support users when it's getting harder to tell what's real online?
Scammers work like designers, they iterate based on what works.
They impersonate government services, like offering tax refunds, often at time
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