NHS Inclusive Design for Cognitive Accessibility
Situation:
NHS COVID-19 materials excluded users with cognitive disabilities through patronising, tokenistic design.
Task:
Redesign NHS Easy Read materials to deliver fully accessible, respectful, and dignified user experiences while meeting regulatory compliance standards.
Action:
• Conducted rapid user research and testing to understand real needs beyond WCAG compliance
• Redesigned Easy Read materials with simplified iconography and respectful layouts
• Advocated for user dignity while meeting NHS standards and accessibility requirements
• Redesigned Easy Read materials with simplified iconography and respectful layouts
• Advocated for user dignity while meeting NHS standards and accessibility requirements
Result:
• Deployed nationally across NHS digital services, serving millions during the pandemic
• Achieved exceptional user satisfaction—users were "incredibly happy they could now understand the process easily"
• Set new NHS accessibility standards, proving inclusive design delivers both compliance and dignity
• Achieved exceptional user satisfaction—users were "incredibly happy they could now understand the process easily"
• Set new NHS accessibility standards, proving inclusive design delivers both compliance and dignity
Research & UX Design
Analysed Easy Read materials across NHS services, identified patronising content, and established respectful accessibility standards that users valued.
Ideation & Analysis
Created sketches and workflow concepts for NHS stakeholders. Presented user pain points and process gaps to inform design decisions.
Final Live Design Launch
Delivered final Easy Read designs through agile, iterative processes, including design testing, print considerations, and visual style evaluations across services and products, ensuring accessible, inclusive, and high-quality user experiences.
Users testing revealed they were 'incredibly happy they could now understand the process easily'.
