NHS England established a new commissioning architecture to devolve commissioning responsibility to local Clinical Commissioning Groups (CCGs) as part of a large-scale policy initiative.
NHS recognised that the user experience of the new system was critically important for the overall success of the programme. Accessing and using the resources needed to be intuitive, flexible, scalable, comprehensive and adaptable for the future. Our goal for this project was to produce an evidence-based customer experience strategy to inform the development and presentation of resources for the CCG, providers and other potential users.
What we did
We conducted a range of activities across the entire project lifecycle from UX strategy, user needs assessment, experience design and evaluation. These included:
- Researching resources and user needs – Through extensive desk research we became familiar with the resources to be used by the CCGs, service providers and other key users. We also captured the needs of these audiences through depth interviews and observational research.
- Developing recommendations – Based on the initial research, we provided recommendations on content prioritisation, user journeys for mobile and desktop channels, and the overall information architecture framework for the content.
- Refining and developing – After gaining approval on the recommendations we developed prototypes of the proposed solution and used these in the workshops where actual users performed tasks using wireframes.
- Final design delivery and Customer experience strategy – Following further iterative review sessions we presented the final design to the NHS Commissioning Board (NHS England) which has been implemented to support the policy initiative. We also presented a detailed customer experience strategy to enable the organisation to manage the system in the future considering that that both the organisational goals and user base are likely to change over time.
The project was delivered over the course of 6 months and within the budget and timescales required. The information portal to support the commissioning process was readily accepted by all user groups, and research during usage showed that it supported the end users in their goals for finding the information and resources required for implementing a fair and cost effective commissioning process.