Session type:

Case Study

Presented by:

Jemima Higgins

HMRC Policy Lab

Session time:

20 Sep 11:15 12:00

Session duration:

45 minutes

About the session

How do you prototype fraudsters’ behaviour when your stakeholders are fraud investigators and policymakers who struggle to empathise with the fraudsters they pursue? 

A reflection on the experience of using a serious board game to test how proposed anti-fraud policy changes might affect the journey of committing fraud, conducted as part of a departmental Policy Lab project. 

In this case study, we’ll explore the process, challenges and outcomes of designing a serious game to prototype anticipated changes to the user journey of committing fraud, and the technical and organisational readiness of the department to respond.

Participant takeaways:

  • Narrative games can be effective in empathy-building
  • Competition can be a useful tool to encourage rule-breaking thinking with rule-following stakeholders
  • Games are not necessarily the best method: designing and delivering a serious game based on a user journey is time-consuming, and there are quicker ways to do this.


Serious gaming, Policy design, Storytelling, Stakeholder management, Facilitation, Decisions, Games, Empathy-building

About the speaker(s)