Situation
Users with cognitive challenges required an inclusive, accessible system for instruction and guidance, but the existing NHS model demonstrated poor research outcomes and low user adoption.
Task
Fundamentally reimagine the current approach to create a respectful, user-centred solution that genuinely served the needs of people with diverse cognitive abilities.
Action
I led a comprehensive redesign grounded in dignity and accessibility principles. Through iterative sketching and journey mapping, I explored potential process routes and their translation into an app-based format. The design prioritized clean, simple, and unambiguous instructions suitable for real-world use, accounting for varying cognitive abilities and high-pressure scenarios. Every interaction was crafted to reduce cognitive load while maintaining clarity and respect for users' autonomy.
Result
User testing revealed significant improvements in comfort, comprehension, and confidence. Participants consistently reported that the concise, accessible messaging was easier to understand and follow. Notably, one user and their carer shared that the experience "made her feel warm and safe"—powerful testimony to the design's success in creating not just functional, but emotionally supportive healthcare interactions. The solution demonstrated measurable improvements in user engagement and task completion compared to the previous system.
CX user journey planning
Conducting wireframe tests to showcase the versatility and adaptability of the template system, ensuring ease of reuse as test kits evolve in functionality and usage. Sections are designed for effortless removal and addition as required.
Journey visualised to demonstrate user journey
One User and their Carer said it 'made her feel warm and safe'.
