Part 2: Whatever happened to discovery? Research in the digital health sector

Link to Part 1 “Whatever happened to discovery?“ I’ve worked as a User Researcher in the healthcare sector for six years now. Many teams often talk about their discovery and profound understanding user needs, indeed it is a requirement for GDS and Service Standards. From the many hundreds of research projects and thousands of… Continue reading Part 2: Whatever happened to discovery? Research in the digital health sector

Part 1: Whatever happened to discovery?

Some backstory After graduating with an International Business degree from a great uni I had high ambitions. However it was 2009 and the global financial crisis had just hit everything, most grad schemes had closed for applications. There was also a general election 2010 and the government department where I completed my industrial work placement… Continue reading Part 1: Whatever happened to discovery?

Research with seldom-heard user groups

This post is about a recent project I conducted with the LGBTQI+ community around ‘Asking about Gender’ Before reading ahead, please be aware some people may find some of this content upsetting. To skip this post please click here to return to the homepage When I was asked to look into the Testing needs of… Continue reading Research with seldom-heard user groups

Scaled-Up Usability: Going Unmoderated

The journey had so many screens to test, that even with 90-minute interviews we struggled to get robust consistent feedback over multiple rounds of testing This post is about how I created an unmoderated usability testing platform at the Test and Trace service. Designers and product people may just need data to make a few… Continue reading Scaled-Up Usability: Going Unmoderated

Interacting with design

What is a prototype for? Several weeks after working on the Testing programme I noticed that all the designers from consultancies were only trained to use Sketch. There design approach had one purpose in mind: draw up some ideas quickly, get them signed off quickly, and code the solutions quickly. This was efficient as a… Continue reading Interacting with design

Always Improving

< This post is still under construction > This post is about delivering user research insights within a fast-moving, continually changing, service environment. Stakeholders on any critical programme are typically very busy, some key decision makers will only have time to attend a ‘kick off’ meeting and ‘debrief meeting/Show and Tell’. Over this summer, our… Continue reading Always Improving

The case for patient-centered referrals and bookings

Hi I’m Tom — i’ve been working at NHS Digital as a User Researcher on the NHS referrals transformation project since 2015. In January this year I joined the ‘NHS Booking, Referral and Appointment Management’ Discovery project in Leeds to complete an holistic review of how the NHS manages approximately 500 million patient appointments and 20 million… Continue reading The case for patient-centered referrals and bookings

User Needs vs. Value Proposition thinking

I’ve seen teams design lovely journeys and content but not understanding what is the core thing they do that adds value for their users. In UX the focus is often to understand users and their needs, obviously that is important but, this is different from having a strong value proposition. Solutions are typically created to… Continue reading User Needs vs. Value Proposition thinking