With the ever changing technological environment, the NHS required an online solution that integrates online consultations, with a focus on customer experience. This would allow patients with all levels of technical abilities to make full use of the application. Our expertise in customer experience and user research allowed them to access the right skills to achieve that goal.

The Solution

We helped the client to achieve the desired end to end customer journey for the app. This was enabled by collaborating with an external development team to implement functionality enhancements derived from customer insight. We gathered the customer input from the facilitation of two rounds of usability testing with members of the public.


  • Collaboration between internal and external teams
  • Backlog of patient requirements for future delivery
  • Deliverable detailing recommended next steps
  • Delivered tangible benefits in an 8 week engagement
  • Tailored functionality enhancements to increase usability of the app