NHS App
Improving design standards in a rapidly scaling app
Following my time on the COVID-19 testing service, I joined the NHS App team as lead designer, as usage of the App was about to increase greatly, with the decision to integrate the COVID pass service.
Unlike many other apps, the services available to you are dependent on your local health authority and GP have made available through the App. Everyone’s experience is different, meaning it is challenging to understand specific areas for improvement, or how user feedback can be interpreted.
Research regularly
One thing I wanted to introduce was a more regular schedule of user research and usability testing into the App programme. Historically, user-centred design was focused on the introduction of new features, or integration with new third-party services (both of which were regular, and took a lot of design and technical work to deliver). It was more challenging to take a step back and understand the App as a whole.
Working with our research lead, I proposed 2-week research sprints where researchers could pick an aspect or journey within the App and test its usability, to form a backlog of improvements that were evidence-based, and not reactive demands from the organisation.
Improving the feel of a native app
In addition to this, I worked to help move the App away from its web-based origins. People’s expectations of native apps are different to websites, so there was an opportunity to build more trust in the NHS App by introducing design components and touches that are more common in native apps. I built a business case and vision for evolving the design of the App’s loading and home screens, as well as navigation patterns, to help prepare the App for a future where it is installed on tens of millions of people’s devices.
My ex-colleague Tanja has written about how research is now run on this large programme.