Find and access NHS services online
As senior service designer for the information architecture team on the NHS website (nhs.uk), I was involved in a project to improve the structure of the NHS Services section of the website.
SITUATION
The NHS services section of the NHS website is a collection of pages that provide information and resources related to various healthcare services offered by the National Health Service (NHS) in the UK.
Services include primary care, mental health care, hospital care, and community health services. The section aims to provide users with information about the different types of services available, how to access them, and how to make the most of them in order to manage their health and well-being. It also provides information and resources for healthcare professionals, such as guidance on clinical practice and training opportunities. Its a key resource for users looking to learn more about the healthcare services available in the UK and how to access them.
This section was critical to the website as individually, the pages received a high volume of traffic and contained a range of important information and resources for user alongside links to start their health journeys.
As the NHS services pages had no structure, we found users relying on Google to find information within the website - which often led to a delay in finding the information they required, not finding the right information.
As service design lead for the information architecture team on the NHS website (nhs.uk), I was involved in a project to improve the structure of the NHS Services section of the website.
TASK
The goal of the project was to structure the NHS Services section based on user needs and top tasks, in order to improve navigation and make it easier for users to find the information they need.
In order to achieve this, we would hae to conduct an extensive study on the top tasks of users on the website, and use this information to inform our structure and design decisions.
ACTION
As design lead, I played a key role in the development of the new structure for the NHS Services section. This involved working with the rest of the information architecture team to identify and prioritise user needs, as well as collaborating with other teams within the organisation to ensure that our designs met the needs of all stakeholders.
RESULT
The new structure for the NHS Services section was successfully implemented, and significantly improved the user experience for those accessing this part of the website.
Users are now able to more easily find the information and resources they need, and there has been a decrease in the number of users relying on Google to find information within the website. Overall, the new structure has helped to empower users to better manage their health and access important services, which aligns with the organisation's objectives for the website.
CONTACT
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