SERVICE DESIGN
Designing for 14M citizen's screening experience
The project
The processes followed by the NHS adult screening services and participant experience varied greatly within the four services and locality to locality.
This was leading to participants not knowing what to expect, or frustration due to a lack of a personalised and informed experience. On the other hand, members of staff found processes very inefficient due to lack of data availability and having to using software that was not fit for purpose.
We were asked to create a unified service that could be efficiently utilised across each of the screening services, catering to specific needs as required.
MY ROLE
I led the service design stream, facilitating workshops and working closely with other team members to uncover opportunities.
TEAM
User Researcher · Business Analysts · Service Designer ·Technical Architect · Delivery Manager
The approach
1. Go through previous work
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2. Understand current end-to-end service design & architecture
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3. Understand users and their needs
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4. Identify constraints and pain points
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5. Make recommendations for future improvement
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1. Go through previous work • 2. Understand current end-to-end service design & architecture • 3. Understand users and their needs • 4. Identify constraints and pain points • 5. Make recommendations for future improvement •
Discovery
During a period of 8 weeks, we carried out a number of journey-mapping workshops and user interviews for each of the services. As different processes were carried out by different locations for each of the services, these activities allowed us to map these out and uncover insights, pain points and gain points from members of staff and participants.
Through affinity mapping we were able to identify common themes and key differences across services, and also identified key pain points experienced both by participants and staff.
This not only allowed us to gather key insights but to further analyse procedures carried out by different screening services and identify best practices and recommend solutions for the to-be services.
Understanding the services
The aim of the analysis was to create a common ‘to-be’ service that could create a consistent experience for participants and remove as many pain points as possible for all users of the service.
By creating a service overview, we were able to see similarities at a higher level, and start making services consistent in the stages followed to perform the screening.
Value network maps helped in understanding the role each player performed and the value they delivered as well as seeing at a glance were there were many players taking part in one task.
As part of our role to translate our findings clearly and briefly where possible, high level journey maps and emotional maps were also created.
Uncovering weaknesses
For each of the screening services, an as-is blueprint was created based on insight gathered both from user research and business analysis.
Even though these were quite complex and low-level, it was key to reflect the different systems that were used amongst different localities, the number of systems used for a specific task, or alternative processes staff followed when they found barriers in the systems they used.