The challenge

Over two million people each year in the UK have their eyes screened through the diabetic eye screening programme. This number is expected to rise as the number of diabetics increases in the population. In order to accommodate increasing numbers in a safe and consistent way, our client – a public health agency – wanted to move the 60+ diabetic eye screening programmes to one national IT system. Clarasys was commissioned to deliver a Discovery phase to investigate how this could be done.

How did we help?

We delivered a 10-week discovery phase using key GDS and user-centric design principles to give a clear view of what end users expected from a new system.

User research techniques included:

  • Shadowing staff at screening programmes
  • End user interviews
  • Telephone interviews
  • Cross-programme workshops
  • User journey walk throughs
  • Public surveys through Diabetes UK

This identified pain points in the current processes and inconsistencies across different programmes. e were able to create future state processes, and elicit end user needs for a future national system.

Using agile principles to prioritise the most important areas for analysis first, was key to enabling early playback of findings to users and stakeholders, allowing them to incorporate their feedback in an iterative way.

Through collaboration with our client stakeholders, we defined the minimum viable solution that should be prototyped in the Alpha phase, whilst also highlighting the key technical / architectural risks that should be tested.


During the project we delivered:

  • As-is and to-be process maps in four levels of detail
  • Patient experience map
  • Prioritised backlog of user needs
  • User personas
  • Recommendation report with a plan for the Alpha phase

This gave a clear understanding of what users wanted from a future system, how to improve the current process, what the key technical risks were, and provided a solid foundation to deliver the Alpha and future  phases.