Case study - Imperial College Healthcare NHS Trust

Research | card sorting, IA and tree testing | sketching | wireframes and interactive prototypes | user testing | user stories

Background and goals

The Trust we worked with has some of the best clinical outcomes and care in the country, though consistently comes out lacking in customer experience. They came to us to define a strategy and roadmap for the Trust's digital engagement, starting with an immediate redesign of their website.

Solution

The strategy is an ongoing piece and will include improving elements of patient experience, initiating proper engagement and two-way conversation with all stakeholders, and intranet strategy, governance framework, digital healthcare and more. Some of these would be kicking off immediately, however the main focus in this stage of the project was a new website. Our main priority was to design a simple website that would provide a flexible foundation for the coming years. The main journeys for key audiences were previously overly complex, so it was vital we provided crystal clear information for all, interlinked throughout the site, with 'niche' information provided in audience specific sections.

Process

Desk research, two patient workshops (10-12 people each), two staff workshops (10-14 people each), 5 telephone interviews with senior stakeholders and a consultant focus group formed the basis of the research. This informed the development of the IA, which was further testing with 52 participants using Treejack. Sketching lead into iterative wireframes, which were turned into a fully interactive prototype. User testing was carried out on these with 20 participants, one of which was visually impaired.
Finally a presentation and all documentation were prepared in order to hand over to the client ready for development.

A few shots of the interactive prototype

Just a snippet of a workshop identifying customer needs

Tree testing of the IA