We helped NHS Digital understand the state of the urgent and emergency services within the health system and find opportunities for digital to improve patient experience and service performance.
Over six months, we spoke to over 120 people via a mix of in-depth interviews, on-the-spot interviews in hospitals, GP surgeries and workshops.
We uncovered insights about the emotional care and agency patients require beyond their clinical needs, as well as how gaps in service delivery and efficiency impact on emotional, psychological needs in ways that ultimately affect overall service performance.
These insights informed rich user personas, user needs and a proposed map of what a more intuitive, user-friendly service system could look like.