BTMS

Overview

At DEFRA, I was the Lead Interaction Designer on the Border Trade Matching Service (BTMS) — a new internal service designed to replace a legacy system and support border and operational staff in making accurate, time-critical decisions on goods entering the UK from the EU and rest of world.

BTMS provides a search-led interface that allows users to find consignments using a range of reference numbers and view matched data from HMRC’s Customs Declaration Service (CDS) and IPAFFS in one place. This enables staff to quickly identify mismatches, understand why goods may be held, and enable staff to resolve issues to keep the border flowing.

The outcome was a service that made it easier for border teams to identify issues, understand what had happened, and take the right action. 

What was delivered

• Designed a search-led service allowing users to find consignments using multiple reference types
• Created clear, scannable results views that bring together matched CDS and IPAFFS data in a single interface
• Designed a consignment timeline to show key events, decisions, and status changes over time
• Introduced visual indicators and filters to help users quickly identify discrepancies and prioritise action
• Designed the BTMS reporting service, using visual graphs to show trends and operational data over time
• Improved system messaging and error clarity to support faster issue resolution
• Ensured accessibility and GOV.UK compliance, applying WCAG-aligned patterns and accessible data visualisation throughout