5 months | May 22 - October 22
Leading design service for a healthcare leader during Covid-19 PANDEMIC
Healthcare - Public Sector - Service Design
Project subject to a Non-Disclosure Agreement (NDA) - all information has been sanitized.
CONTEXT
Top 10 UK health entity that had a standalone app and website service built during the Covid-19 pandemic, with the flexibility to be surfaced through other digital channels
IMPACT
〰️
IMPACT 〰️
250 M
barcode generated
+8 M
letters request
130+
countries recognition
30 M
app users
Challenges
Experienced a shift in programme delivery from rapid-paced pandemic response to ongoing epidemic management with new policy requirements, requiring service transition to a new business and service owner
Multidisciplinary team: Agile working ensured effective collaboration across the team (e.g. designers, tech leads, architecture leads, policy), aligning daily to iterate and drive progress
Service design: define the product improvement and ensure product delivery aligned with organization strategy and user expectation
Tech & delivery lead: ensure service delivery inline with strategy and program expectation
Policy & legal: ensure service delivery inline with policy and legal direction
Approach
1. Strategy development:
Developed product and channel strategy
2. Roadmap definition & governance
Defined product roadmap, developed release management process and implemented product ownership
3. Use case scoping and assessment
Defined use case solution space, developed options and shaped high-level requirements
4. Design & product organisation
Lead Service Design, E2E journey flow and interactions design, content production and alignment. Supported handover to Live Service team
5. TRansition & Closure
Supported in identifying future business owner, created strategic transition plan, secured Government and department approval
Results
A multi-product, multi-channel offering adopted by the majority of users and accepted internationally
Several deliverables:
E2E Design service blueprint
Web and app flow design depending on users' profile and channels
Optimised physical channel by promoting digital channels
Updated content to align with GDPR and norms
Developed OTP support model
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