Helping people manage their health with NHS.UK

NHS Digital NHS.UK web service

The brief

NHS Digital’s “Empower the Person” programme aimed to help people manage their health themselves through digital solutions.

The ambitious programme, backed by ministerial commitment, looked to transform existing services and develop new ones in order to meet a wide range of complex patient needs.

We were NHS Digital’s strategic delivery partner leading the huge multi-vendor programme to ensure the success of their services (NHS.UK, NHS App, NHS Apps Library, and 111 Online).

Situation

NHS Choices was an award-winning service that had served its purpose but it no longer served modern user needs or the Government’s strategic objectives.

User research revealed that people wanted fast, practical information that they could act on, to be connected to the right services when they needed them, and to be able to manage their own care.

The service therefore needed to be transformed from a content website into an intuitive, transactional web application – now known as NHS.UK.

NHS Choices website on smartphone
NHS.UK website on smartphone

Solution

We reviewed how NHS Digital delivered services to ensure their teams could meet the programme’s ambitions.

We broke down silos and encouraged open, collaborative decision-making. We brought various specialists from various organisations together, including clinicians, under one roof in multi-disciplinary delivery teams.

Throughout Discovery, Alpha, Beta and Live we identified users’ needs, designed and tested potential solutions, iteratively developed NHS.UK, and continuously improved the service from data analysis and user feedback.

We involved a diverse range of users in the design and development of the service, including people with varied digital confidence and accessibility needs.

Results

  • Made content and key services more accessible for over 50 million users.
  • Passed GDS assessment for Alpha, Beta and Live delivery phases.
  • Improved service delivery efficiency across NHS Digital’s multi-vendor teams.
  • Alleviated pressure on NHS services by connecting patients with relevant services at the right time through the new self-serve solution.

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Danielle Hendy
Engagement Executive

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