Cambridge Assessment undertook a service design initiative to improve its Checkpoint assessments by addressing pain points and streamlining operations for students, teachers, and assessors. Using service blueprinting, journey mapping, and collaborative workshops, a future-state service map was developed to align the end-to-end experience with user needs and business goals, identifying over 200 process gaps and opportunities for improvement.
A redesigned reporting dashboard and feedback tool formed a core part of the solution. Built with role-specific data access and enhanced visualizations, the tool simplified result interpretation and improved usability for exam officers, teachers, and parents. Rigorous testing and prototyping ensured a scalable, user-centric design that made assessment tracking and decision-making more efficient and accessible across global schools.
Working with Varun has been awesome, he bought with him strong knowledge of his trade and an unrivaled enthusiasm for the both the product and the people and he was working with.
Oliver Greene - Global Digital Services Director
