Blog post: Launching a new bilingual forest management plan application service
Applicants can now apply for and manage forest management plans through a new bilingual online service designed to make the process clearer, faster and more accessible.
Working to a July 2026 deadline, we transformed a complex application process into a structured, step-by-step service that helps applicants understand what information they need to provide and what happens next.
This blog shares how a focused team, close collaboration with subject matter experts and a user-centred approach helped us deliver this new service on time.
The problem to be solved
Forest management plans help woodland owners manage their woodlands sustainably, but the application process was not meeting the needs of internal teams or users:
- Natural Resources Wales forestry permitting teams wanted complete, accurate applications so they could focus their time on reviewing and approving plans
- Applicants wanted a simple application process with clear requirements and guidance
Research and analysis of the existing process showed that applicants often found it complex and difficult to navigate. Applications were frequently submitted with missing or incomplete information, leading to delays and back-and-forth communication between applicants and the forestry permitting team.
The opportunity
This was an opportunity to improve the service for both applicants and internal teams by:
- clearly explaining what information applicants need to provide
- making guidance easy to find and use
- reducing the number of supplementary forms
- helping applicants provide complete and accurate information the first time
- explaining what happens after an application is submitted
- reducing avoidable follow-up queries and delays
Our team
The project was delivered by 2 user-centred designers working closely with 4 forestry subject matter experts from permitting, woodland programmes and policy. Our user researcher planned and led usability testing with forestry-sector participants, helping us identify improvements before launch.
Ways of working
We collaborated with subject matter experts throughout the project, meeting every 2 weeks and running content and design workshops to understand processes, capture user needs and continuously refine the end-to-end user journey.
We began by mapping the proposed user journey and existing guidance in miro and creating an early prototype. This helped us identify queries, duplication, vague language and unnecessary questions. It also helped subject matter experts visualise the service from a user's perspective.
Between sessions, we iterated designs and content, working closely with the subject matter experts to resolve queries and remove blockers. Having a dedicated lead reviewer who was highly engaged throughout the project proved invaluable. They provided rapid feedback, helped answer complex policy and process questions, and made timely decisions that allowed work to progress without delays.
This collaborative approach with subject matter experts was key to developing a service that is user-focused and aligned with operational needs.
Our sessions with subject matter experts helped us:
- clarify and refine requirements
- identify pain points in the existing process
- challenge assumptions and discuss proposed solutions
- validate content and design decisions
- prioritise improvements that would deliver the greatest benefit to users
We followed Government Digital Service design standards throughout the project to ensure the service was as accessible as possible, user-centred and focused only on information needed to assess applications.
Challenges we faced
One of the biggest challenges was designing a service while policy requirements were still evolving. These policy decisions affected content and user journeys so we had to adapt and iterate quickly. Close collaboration with subject matter experts helped us make informed decisions and maintain delivery momentum.
What we delivered
We created a step-by-step guide for getting and maintaining a forest management plan. This includes:
- task-focused guidance for each step of the user journey
- a start page
- an online application form
- an online amendment form
- confirmation pages and email notifications
- an ongoing feedback loop for continuous improvement
- a bilingual end-to-end application journey
Building a bilingual service
Content and user journeys were designed to work in both Welsh and English, ensuring applicants can complete the entire process in their preferred language.
Despite the significant volume of content, our translation team worked within challenging timescales to support delivery. Testing of the Welsh-language version with a dedicated translator also helped us identify and resolve content and usability issues before launch, improving the quality and consistency of the user experience. One interesting challenge was that ‘Your application has been received’ when translated directly into Welsh can mean ‘Your application has been approved’, so we had to amend the Welsh to remove that ambiguity.
Testing the service
We conducted usability testing with 5 users selected by subject matter experts to represent different areas of the forestry sector.
Testing confirmed that users valued the structured, step-by-step approach and the clearer guidance available throughout the process. It also highlighted opportunities to simplify language, remove unnecessary content and improve clarity.
Changes we made as a result of user feedback include:
- rephrasing of sections that caused confusion
- removing questions that were not required to assess applications
- adding explanations for forestry-specific terminology such as "forest management unit"
- simplifying technical language to improve understanding
- streamlining start page content to help users focus on completing their task
- adding links to supporting forms within the online application form
- adding word counts on free-text fields to help users understand expectations
- personalised confirmation and save-and-return emails using applicant information
User quotes
Participants responded positively to the new online journey:
“It's made it instantly…an easier process in the sense that it's online….that to me makes it a bit more straightforward.”
“…it feels quite well thought out. Gives you plenty of opportunity to get everything together.”
How we'll measure success
Now the service is live, we'll be monitoring:
- user feedback submitted through the service
- completion rates for online applications
- the number of applications requiring follow-up clarification (through monthly check-ins with subject matter experts)
- usage of the Welsh and English versions of the service
These measures will help us understand whether the service is meeting user needs and identify further improvements.
Lessons learned
This project showed the value of bringing designers, researchers and subject matter experts together from the start. Close collaboration helped us simplify a complex process and respond to changing requirements. By combining specialist knowledge with user-centred design, we were able to create and launch a new bilingual service that we'll continue to improve as we learn more about how people use it.