Delivering the UK’s COVID-19 home testing service

The brief

40% of frontline staff in NHS organisations were in isolation with unconfirmed COVID-19 symptoms at the start of the pandemic. 

NHSX challenged us to deliver a home test ordering service incredibly quickly – from scratch.

The aim was to ensure the safety of key workers and enable those in isolation to return to work faster following negative COVID-19 test results. 

Situation

Our delivery team was deployed into a vast multi-department and multi-vendor effort to deliver COVID-19 support services.

We worked quickly and, within a day, we set the project’s goals and KPIs, identified who was involved in the overall programme and their role/skill sets, and to designed end-to-end user journeys and service blueprints.

We aligned everyone with what we wanted to achieve and proceeded to rapidly deliver the end-to-end home test ordering service.

Live COVID-19 home testing service

Solution

Across 7 days we led a multi-disciplinary, multi-vendor team to take the idea from infancy to implementation and delivered home testing kits for NHS organisations and key workers. 

We conducted diary studies, documenting London Ambulance Service Staff to understand the end-to-end experience.

From there we implemented service analytics, collecting service performance and user behaviour data, and iterated the service from quantitative and qualitative data sources (surveys, user testing, service data, contact centre logs).

We also set up a dedicated Assisted Digital contact centre, supporting users with accessibility needs.

We then publicly launched the service in 1 month for key workers, accepting citizen orders 2 weeks later.

Results

  • Achieved the project’s target outcome in just 8 days.
  • Launched a public national digital health service in just 1 month, completely remotely, getting 67% of key workers back to the front line faster.
  • Distributed 1 million home test kits across the UK in 3 months.
  • Adapted and scaled the service from key workers to all UK citizens within 2 weeks.

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Danielle Hendy
Engagement Executive

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