Responsibilities: User research and user experience lead
Managers of all health care centres in the UK are required to send information about the quality of care they provide to the regulatory, as additional evidence ahead of a formal visit from an inspector. The current legacy systems for this was outdated and needed improving, part of an agile team to deliver a new solution for the business.
What I did
Leading the UX workstream, created an approach to research which would be delivered by a joint UX team from PA and the client. This included detailed GDS aligned research plans with resource requirements, different types of research, specific users to target and creating research materials. Plans were created for different phases of the project including a plan for ongoing research once the service was live.
Over 100+ user research sessions were completed working with a wide audience ranging from healthcare managers through to members of the general public, charity call centers and the NCSC. This included users with assisted digital needs such as movement-related disabilities, visual impairments, cognitive impairments, dyslexia and learning disabilities.
Design of all interaction journeys used best practice GDS principles and patterns, as the service didn't sit on GOV.UK site, the design was open in terms of style and GDS patterns were repurposed where appropriate and new patterns developed based of users needs.
As the project ran, we also upskilled and handed over responsibilities to equivalent client positions. Upskilling used a variety of techniques including a range of professional group trainings on ways of working, individual training for role related tasks and shadowing allowing members to observe and learn as they transitioned into new positions.
The project ran as an 8 week Alpha phase, followed by a private and public Beta phased roll out plan. The healthcare agency passed the GDS Alpha assessment (with an internal team) so was able to progress to private Beta, and start testing the live service with users over a staggered roll out.