Rethinking the digital presence
of NHSBSA to better fit
their wide audience
For NHS BUSINESS SERVICES AUTHORITY | Public sector | UK | 2020
CLIENT
The NHS Business Services Authority is an executive non-departmental public body of the Department of Health which provides some support services to the National Health Service in England and Wales.
CHALLENGE
Rethinking the NHS BSA digital presence for its wide range of users that it can provide better service experiences to members of the public as well as healthcare professionals, sponsors and commissioners, and promote a new B to B service offering. This was a 4-week discovery working fully remotely during the Covid-19 period.
APPROACH
Within an agile team at Valtech, my role was to uncover the needs of the very wide range of end-users to help the team understand how to craft a more accessible and attractive website that better meets the needs of both end-users and internal NHSBSA staff publishing the content.
SOLUTION
Based on the User Research and Business Analysis made from a sample of external and internal users, we identified pain points and opportunities for website improvement that we started to explore through new homepage concepts providing a new way of accessing services and pushing forward the NHSBSA purpose and new B to B offering.
process
KICK-OFF WORKSHOP WITH STAKEHOLDERS
Mapping assumptions about the users' pain points
and possible solutions using the value proposition canvas
Mapping challenges and benefits of the discovery project
Crafting a vision for NHS BSA using the cereals box exercise
MAPPING STAKEHOLDERS
Working closely with the business analyst to identify internal users, end-users and indirect users
DESK RESEARCH & VISUALISING THE BROADER CHALLENGE
Visualising NHSBSA digital presence and range of services while understanding the gaps with their new strategy
UNDERSTANDING THE TRAFFIC OF THE DIFFERENT SERVICES
USING QUANTITATIVE DATA
Working closely with the business analyst to identify which services we should focus on during the discovery
REFRAMING THE CHALLENGE
From the initial brief...
How might we redesign NHS BSA digital presence to provide better service experiences to all their different types of users?
... to a focus area
How might we tailor NHS Dental Services to enhance the experience of 6 very different types of customers, both professionals and members of the public with completely different needs?"
MAPPING ASSUMPTIONS WITH THE TEAM ON THE FOCUSED SERVICE AREAS
Facilitating a remote assumptions mapping workshop with the team (Business Analyst, Technical Architect & User Experience Designer)
DEFINING RESEARCH QUESTIONS, CHOOSING RESEARCH METHOD
& RECRUITING PARTICIPANTS
PREPARING DISCUSSION GUIDE
FOR REMOTE USER RESEARCH SESSIONS
Translating research questions into questions for the user
CONDUCTING 1-2-1 REMOTE INTERVIEWS
Conducting 1-2-1 interviews with a recruited participant via webchat for 45 min, including in-depth questions about their role and a screen share to observe how they perform a task online. Each interview had an observer from my team taking notes.
ANALYSING & SYNTHESIZING RESEARCH FINDINGS INTO INSIGHTS
Downloading notes from the interviews on a Miro board and analysing research findings with the team.
PRESENTING INSIGHTS TO STAKEHOLDERS AT SHOW & TELL
Presenting user research insights to 20+ stakeholders from different levels and departments within the NHSBSA at remote Show & Tell on Microsoft Teams.
RECORDING THE USER RESEARCH IN CONFLUENCE
Recording User Research findings by connecting insights to the initial assumptions and themes, and backing it up with quotes and associated video clips (which serve to the insights film).
deliverables
INSIGHTS FILM
DRAFT PERSONAS
HIGH LEVEL USER NEEDS
AS IS BLUEPRINT
ABOUT THIS PROJECT
Interested to know more about this project?
Please send me an email.
